Selecting the first "real" human response in OTRS Query
Tristan Boehmke <[email protected]> Fri, 17 Aug 2018 08:18:13 +0000
| Newsgroups | gmane.comp.otrs.devel |
|---|---|
| Message-ID | <[email protected]> |
--===============3190168065043346703== Content-Language: de-DE Content-Type: multipart/related; boundary="_004_027d5efb4d5046ed87ae643b2569318aanaxcode_"; type="multipart/alternative" --_004_027d5efb4d5046ed87ae643b2569318aanaxcode_ Content-Type: multipart/alternative; boundary="_000_027d5efb4d5046ed87ae643b2569318aanaxcode_" --_000_027d5efb4d5046ed87ae643b2569318aanaxcode_ Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable Dear Sir or Madam, we would like to write a Select statement on the OTRS database to receive o= nly the first real human response (non auto response or info [changed user = / queue etc.]). We came up with: SELECT t.tn AS Ticketnummer, t.create_time AS TicketCreateTime, am.id AS a= mID, am.a_subject AS Betreff, am.create_time AS AntwortCreateTime, am.artic= le_id AS ArticleID, th.id AS THId, th.ticket_id, th.create_time AS THCreate= Time, th.history_type_id AS HistoryTypeId, TIMESTAMPDIFF(MINUTE, t.create_t= ime, am.create_time)/60 AS ResponseTimeHour FROM article_data_mime am INNER JOIN ticket_history th ON th.article_id =3D am.article_id INNER JOIN ticket_history_type tt ON th.history_type_id =3D tt.id INNER JOIN ticket t ON t.id =3D th.ticket_id WHERE th.history_type_id IN (8,11) So the important part is history type 8 and 11 (E-MailAgent & SendAnswer). = However this is still not reliable. Is there a better way to select only the first real human response to a tic= ket ? Kind Regards Mit freundlichen Gr=FC=DFen Tristan Boehmke Business Intelligence E-Mail: [email protected]<mailto:[email protected]> Telefon: +49 23 36/4711 135 Fax: +49 23 36/4711 199 [cid:[email protected]] ANAXCO GmbH Gesch=E4ftsf=FChrer: Gunnar Zeisler Wilhelmstra=DFe 45 D-58332 Schwelm Internet: www.anaxco.de <http://www.anaxco.de/> Gerichtstand: Registergericht Hagen, HRB-Nr.: 6402 --_000_027d5efb4d5046ed87ae643b2569318aanaxcode_ Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micr= osoft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" = xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:= //www.w3.org/TR/REC-html40"> <head> <meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3Diso-8859-= 1"> <meta name=3D"Generator" content=3D"Microsoft Word 15 (filtered medium)"> <!--[if !mso]><style>v\:* 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70.85pt;} div.WordSection1 {page:WordSection1;} --></style><!--[if gte mso 9]><xml> <o:shapedefaults v:ext=3D"edit" spidmax=3D"1026" /> </xml><![endif]--><!--[if gte mso 9]><xml> <o:shapelayout v:ext=3D"edit"> <o:idmap v:ext=3D"edit" data=3D"1" /> </o:shapelayout></xml><![endif]--> </head> <body lang=3D"DE" link=3D"#0563C1" vlink=3D"#954F72"> <div class=3D"WordSection1"> <p class=3D"MsoNormal">Dear Sir or Madam,<o:p></o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal">we would like to write a Select statement on the OTR= S database to receive only the first real human response (non auto response= or info [changed user / queue etc.]).<o:p></o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal">We came up with:<o:p></o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><b><span lang=3D"EN-US= " style=3D"font-size:10.0pt;font-family:"Courier New";color:blue"= >SELECT</span></b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-famil= y:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">t</span><span lang=3D"EN-US" style=3D"font-size= :10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">tn</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-fam= ily:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">Ticketnummer</span><span lang=3D"EN-US" style= =3D"font-size:10.0pt;font-family:"Courier New";color:blue">,</spa= n><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier = New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">t</span><span lang=3D"EN-US" style=3D"font-size= :10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">create_time</span><span lang=3D"EN-US" style=3D"font-size:10.0pt= ;font-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">TicketCreateTime</span><span lang=3D"EN-US" sty= le=3D"font-size:10.0pt;font-family:"Courier New";color:blue">,</s= pan><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courie= r New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">am</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">id</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-fam= ily:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">amID</span><span lang=3D"EN-US" style=3D"font-s= ize:10.0pt;font-family:"Courier New";color:blue">,</span><span la= ng=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";= color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">am</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">a_subject</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;f= ont-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">Betreff</span><span lang=3D"EN-US" style=3D"fon= t-size:10.0pt;font-family:"Courier New";color:blue">,</span><span= lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New&quo= t;;color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">am</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">create_time</span><span lang=3D"EN-US" style=3D"font-size:10.0pt= ;font-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">AntwortCreateTime</span><span lang=3D"EN-US" st= yle=3D"font-size:10.0pt;font-family:"Courier New";color:blue">,</= span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Couri= er New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">am</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">article_id</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;= font-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">ArticleID</span><span lang=3D"EN-US" style=3D"f= ont-size:10.0pt;font-family:"Courier New";color:blue">,</span><sp= an lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New&q= uot;;color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">th</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">id</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-fam= ily:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">THId</span><span lang=3D"EN-US" style=3D"font-s= ize:10.0pt;font-family:"Courier New";color:blue">,</span><span la= ng=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";= color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">th</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">ticket_id</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;f= ont-family:"Courier New";color:blue">,</span><span lang=3D"EN-US"= style=3D"font-size:10.0pt;font-family:"Courier New";color:black"= > </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">th</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">create_time</span><span lang=3D"EN-US" style=3D"font-size:10.0pt= ;font-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">THCreateTime</span><span lang=3D"EN-US" style= =3D"font-size:10.0pt;font-family:"Courier New";color:blue">,</spa= n><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier = New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">th</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">history_type_id</span><span lang=3D"EN-US" style=3D"font-size:10= .0pt;font-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">HistoryTypeId</span><span lang=3D"EN-US" style= =3D"font-size:10.0pt;font-family:"Courier New";color:blue">,</spa= n><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier = New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:navy">TIMESTAMPDIFF</span></b><span lang=3D"EN-US" = style=3D"font-size:10.0pt;font-family:"Courier New";color:blue">(= </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:navy">MINUTE</span></b><span lang=3D"EN-US" style= =3D"font-size:10.0pt;font-family:"Courier New";color:blue">,</spa= n><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier = New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">t</span><span lang=3D"EN-US" style=3D"font-size= :10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">create_time</span><span lang=3D"EN-US" style=3D"font-size:10.0pt= ;font-family:"Courier New";color:blue">,</span><span lang=3D"EN-U= S" style=3D"font-size:10.0pt;font-family:"Courier New";color:blac= k"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">am</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">create_time</span><span lang=3D"EN-US" style=3D"font-size:10.0pt= ;font-family:"Courier New";color:blue">)/</span><span lang=3D"EN-= US" style=3D"font-size:10.0pt;font-family:"Courier New";color:pur= ple">60</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:&q= uot;Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">AS</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">ResponseTimeHour<o:p></o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><span lang=3D"EN-US" s= tyle=3D"font-size:10.0pt;font-family:"Courier New";color:olive"><= o:p> </o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><b><span lang=3D"EN-US= " style=3D"font-size:10.0pt;font-family:"Courier New";color:blue"= >FROM</span></b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:= "Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:fuchsia">article_data_mime</span><span lang=3D"EN-US" = style=3D"font-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">am<o:p></o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><span lang=3D"EN-US" s= tyle=3D"font-size:10.0pt;font-family:"Courier New";color:olive"><= o:p> </o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><b><span lang=3D"EN-US= " style=3D"font-size:10.0pt;font-family:"Courier New";color:blue"= >INNER</span></b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family= :"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">JOIN</span></b><span lang=3D"EN-US" style=3D"= font-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:fuchsia">ticket_history</span><span lang=3D"EN-US" sty= le=3D"font-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">th</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">ON</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">th</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">article_id</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;= font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:blue">=3D</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">am</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">article_id<o:p></o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><span lang=3D"EN-US" s= tyle=3D"font-size:10.0pt;font-family:"Courier New";color:olive"><= o:p> </o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><b><span lang=3D"EN-US= " style=3D"font-size:10.0pt;font-family:"Courier New";color:blue"= >INNER</span></b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family= :"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">JOIN</span></b><span lang=3D"EN-US" style=3D"= font-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:fuchsia">ticket_history_type</span><span lang=3D"EN-US= " style=3D"font-size:10.0pt;font-family:"Courier New";color:black= "> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">tt</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">ON</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">th</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">history_type_id</span><span lang=3D"EN-US" style=3D"font-size:10= .0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:blue">=3D</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">tt</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">id<o:p></o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><span lang=3D"EN-US" s= tyle=3D"font-size:10.0pt;font-family:"Courier New";color:olive"><= o:p> </o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><b><span lang=3D"EN-US= " style=3D"font-size:10.0pt;font-family:"Courier New";color:blue"= >INNER</span></b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family= :"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">JOIN</span></b><span lang=3D"EN-US" style=3D"= font-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:fuchsia">ticket</span><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">t</span><span lang=3D"EN-US" style=3D"font-size= :10.0pt;font-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:blue">ON</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">t</span><span lang=3D"EN-US" style=3D"font-size= :10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">id</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-fam= ily:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:blue">=3D</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">th</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">ticket_id<o:p></o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><span lang=3D"EN-US" s= tyle=3D"font-size:10.0pt;font-family:"Courier New";color:olive"><= o:p> </o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><b><span lang=3D"EN-US= " style=3D"font-size:10.0pt;font-family:"Courier New";color:blue"= >WHERE</span></b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family= :"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:olive">th</span><span lang=3D"EN-US" style=3D"font-siz= e:10.0pt;font-family:"Courier New";color:blue">.</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:olive">history_type_id</span><span lang=3D"EN-US" style=3D"font-size:10= .0pt;font-family:"Courier New";color:black"> </span><b><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"= Courier New";color:navy">IN</span></b><span lang=3D"EN-US" style=3D"fo= nt-size:10.0pt;font-family:"Courier New";color:black"> </span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-family:"Cou= rier New";color:blue">(</span><span lang=3D"EN-US" style=3D"font-size:= 10.0pt;font-family:"Courier New";color:purple">8</span><span lang= =3D"EN-US" style=3D"font-size:10.0pt;font-family:"Courier New";co= lor:blue">,</span><span lang=3D"EN-US" style=3D"font-size:10.0pt;font-famil= y:"Courier New";color:purple">11</span><span lang=3D"EN-US" style= =3D"font-size:10.0pt;font-family:"Courier New";color:blue">)<o:p>= </o:p></span></p> <p class=3D"MsoNormal" style=3D"text-autospace:none"><span lang=3D"EN-US" s= tyle=3D"font-size:10.0pt;font-family:"Courier New";color:blue"><o= :p> </o:p></span></p> <p class=3D"MsoNormal">So the important part is history type 8 and 11 (E-Ma= ilAgent & SendAnswer). However this is still not reliable.<o:p></o:p></= p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal">Is there a better way to select only the first real = human response to a ticket ?<o:p></o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal">Kind Regards <o:p></o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt"><span style=3D"font-s= ize:9.0pt;font-family:"Arial",sans-serif;color:black;mso-fareast-= language:DE"><br> Mit freundlichen Gr=FC=DFen <br> <br> <b>Tristan Boehmke </b><br> <br> Business Intelligence <br> <br> </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> <table class=3D"MsoNormalTable" border=3D"0" cellspacing=3D"0" cellpadding= =3D"0"> <tbody> <tr> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 0cm"> <p class=3D"MsoNormal"><b><span style=3D"font-size:9.0pt;font-family:"= Arial",sans-serif;color:#0473B9;mso-fareast-language:DE">E-Mail: </span></b><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 3.75pt"> <p class=3D"MsoNormal"><span style=3D"mso-fareast-language:DE"><a href=3D"m= ailto:[email protected]"><span style=3D"font-size:9.0pt;font-family= :"Arial",sans-serif;color:black">[email protected]</span>= </a><o:p></o:p></span></p> </td> </tr> <tr> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 0cm"> <p class=3D"MsoNormal"><b><span style=3D"font-size:9.0pt;font-family:"= Arial",sans-serif;color:#0473B9;mso-fareast-language:DE">Telefon: </span></b><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 3.75pt"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE">+49 23 36/4711= 135 </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> </tr> <tr> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 0cm"> <p class=3D"MsoNormal"><b><span style=3D"font-size:9.0pt;font-family:"= Arial",sans-serif;color:#0473B9;mso-fareast-language:DE">Fax: </span></b><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 3.75pt"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE">+49 23 36/4711= 199 </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> </tr> </tbody> </table> <p class=3D"MsoNormal"><span style=3D"mso-fareast-language:DE"><o:p> <= /o:p></span></p> <table class=3D"MsoNormalTable" border=3D"1" cellspacing=3D"0" cellpadding= =3D"0" width=3D"100%" style=3D"width:100.0%;border:none;border-top:solid #9= 99999 1.0pt"> <tbody> <tr> <td nowrap=3D"" style=3D"border:none;background:#0473B9;padding:0cm .75pt 0= cm 0cm"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE"> </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> </tr> <tr> <td nowrap=3D"" style=3D"border:none;border-top:solid #999999 1.0pt;padding= :0cm .75pt 0cm 0cm"> <p class=3D"MsoNormal"><span style=3D"mso-fareast-language:DE"><o:p> <= /o:p></span></p> <table class=3D"MsoNormalTable" border=3D"0" cellpadding=3D"0"> <tbody> <tr> <td rowspan=3D"5" style=3D"padding:0cm 15.0pt 0cm 0cm"> <p class=3D"MsoNormal"><span style=3D"mso-fareast-language:DE"> </spa= n><span style=3D"mso-fareast-language:DE"><img border=3D"0" width=3D"77" he= ight=3D"99" style=3D"width:.802in;height:1.0312in" id=3D"_x0000_i1025" src= =3D"cid:[email protected]"></span><span style=3D"mso-fareast-l= anguage:DE"><o:p></o:p></span></p> </td> <td colspan=3D"2" style=3D"padding:0cm 15.0pt 0cm 0cm"> <p class=3D"MsoNormal"><b><span style=3D"font-size:9.0pt;font-family:"= Arial",sans-serif;color:black;mso-fareast-language:DE">ANAXCO Gmb= H </span></b><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 0cm"> <p class=3D"MsoNormal"><b><span style=3D"font-size:9.0pt;font-family:"= Arial",sans-serif;color:#0473B9;mso-fareast-language:DE">Gesch=E4ftsf= =FChrer: </span></b><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 3.75pt"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE"> Gunnar Zeisl= er </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> </tr> <tr> <td nowrap=3D"" colspan=3D"2" style=3D"padding:0cm 15.0pt 0cm 0cm"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE">Wilhelmstra=DFe 45 </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> <td colspan=3D"2" style=3D"padding:0cm 0cm 0cm 0cm"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE"> </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> </tr> <tr> <td nowrap=3D"" colspan=3D"2" style=3D"padding:0cm 15.0pt 0cm 0cm"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE">D-58332 Schwelm </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> <td colspan=3D"2" style=3D"padding:0cm 0cm 0cm 0cm"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE"> </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> </tr> <tr> <td nowrap=3D"" colspan=3D"4" style=3D"padding:0cm 0cm 0cm 0cm"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE"> </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> </tr> <tr> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 0cm"> <p class=3D"MsoNormal"><b><span style=3D"font-size:9.0pt;font-family:"= Arial",sans-serif;color:#0473B9;mso-fareast-language:DE">Internet: </span></b><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> <td nowrap=3D"" style=3D"padding:0cm 15.0pt 0cm 3.75pt"> <p class=3D"MsoNormal"><span style=3D"mso-fareast-language:DE"><a href=3D"h= ttp://www.anaxco.de/" target=3D"_blank"><span style=3D"font-size:9.0pt;font= -family:"Arial",sans-serif;color:black">www.anaxco.de </span></a><o:p></o:p></span></p> </td> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 0cm"> <p class=3D"MsoNormal"><b><span style=3D"font-size:9.0pt;font-family:"= Arial",sans-serif;color:#0473B9;mso-fareast-language:DE">Gerichtstand: </span></b><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> <td nowrap=3D"" style=3D"padding:0cm 0cm 0cm 3.75pt"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE">Registergericht Ha= gen, HRB-Nr.: 6402 </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> </tr> <tr height=3D"0"> <td width=3D"107" style=3D"border:none"></td> <td width=3D"50" style=3D"border:none"></td> <td width=3D"112" style=3D"border:none"></td> <td width=3D"99" style=3D"border:none"></td> <td width=3D"213" style=3D"border:none"></td> </tr> </tbody> </table> </td> </tr> <tr> <td nowrap=3D"" style=3D"border:none;border-bottom:solid #999999 1.0pt;padd= ing:0cm .75pt 0cm 0cm"> <p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Ari= al",sans-serif;color:black;mso-fareast-language:DE"> </span><span style=3D"mso-fareast-language:DE"><o:p></o:p></span></p> </td> </tr> <tr> <td nowrap=3D"" style=3D"border:none;padding:0cm .75pt 0cm 0cm"> <p class=3D"MsoNormal"><span style=3D"mso-fareast-language:DE"> <o:p><= /o:p></span></p> 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