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lccOSTicketManager Manual - Lower Columbia...
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lccOSTicketManager Manual
Contents
Description ................................................................................................................................................................................... 2
lccOSTicketManager ................................................................................................................................................................. 2
Installation .................................................................................................................................................................................... 3
Using ............................................................................................................................................................................................ 3
Starting with a Logic File ........................................................................................................................................................... 3
Logic File Description/Syntax ...................................................................................................................................................... 3
Logic File ...................................................................................................................................................................................... 4
Program Modes .......................................................................................................................................................................... 18
Create Users ........................................................................................................................................................................... 18
List Users ................................................................................................................................................................................. 18
List User Accounts ................................................................................................................................................................... 18
List User Emails ....................................................................................................................................................................... 18
List Thread Entries .................................................................................................................................................................. 18
Rename User ........................................................................................................................................................................... 18
FAQs ....................................................................................................................................................................................... 19
FAQsAuto ................................................................................................................................................................................ 19
ResultsToFile ........................................................................................................................................................................... 19
ChangeValue .......................................................................................................................................................................... 19
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Using Flags ................................................................................................................................................................................. 20
Logic File - Examples ................................................................................................................................................................. 21
Create Users ........................................................................................................................................................................... 21
List Users ................................................................................................................................................................................. 22
List User Accounts ................................................................................................................................................................... 22
List User Emails ....................................................................................................................................................................... 23
List Thread Entries .................................................................................................................................................................. 23
Rename User ........................................................................................................................................................................... 24
Performance Stats ....................................................................................................................................................................... 24
Resources ................................................................................................................................................................................... 25
Definitions .................................................................................................................................................................................. 25
Modifications .............................................................................................................................................................................. 25
Description This document describes how to use the lccOSTicketManager program.
lccOSTicketManager
is a Command Line program created to create User accounts in OS Ticket.
The programs utilizes the following Logic flow:
retrieve list of Current Users in OS Ticket
retrieve list of desired users to create
compare the two lists and use the ones that do not yet exist
create a User record
create a User Account record
update the User record with the User Account Id
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create a User Email record
update the User Account record with the User Email Id
The programs creates a record in the following tables for each new user:
ost_user
ost_user_account
ost_user_email
Installation
copy the lccOSTicketManager.exe to a folder
create a Logic File, depending on the need
run the lccOSTicketManager.exe
Using Prerequisites: configure a Logic File.
Starting with a Logic File
run the lccOSTicketManager.exe lcc:logicPath [Logic File]
ex: lccOSTicketManager.exe lcc:logicPath ourLogic.txt
Logic File Description/Syntax
The Logic File is a Tab delimited text file. Any lines not recognized as a valid Key/Value pair, will be ignore and can be used as
remarks/other.
The Logic File uses the syntax. Syntax: [Key] [tab] [Value]
Example: lcc:key value
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Any extra tabs in a line after the first are considered remarks and will be ignored. This is a nice way to document specific Key
settings (see Log Levels in the Logic File example(s) for reference). Also, if you place a tab before a line, that will essentially
make it a remark and will be ignored, which makes using/not using logic without removing quicker.,
Logic File
All keys can have encrypted values. To specify that a key value is encrypted, prepend the value with "[lcc:encrypted]":
If you supply encrypted keys, you must also provide these keys:
lcc:sourceEncryptedPasswordHash
lcc:sourceEncryptedSaltKey
lcc:sourceEncryptedVIKey
lcc:logPath (optional, but highly recommended)(one per Logic File)
The path/root name of the Log File. The program will place the '.log' extension automatically and will also append a
Year/Month date.
Example: lcc:logPath lccOSTicketManager
lcc:debugLevel (optional)(none to many per Logic File)
Specifies what debugging changes will take effect. Provide a new line for each level desired. Debug Levels
1 Logic Name/Values: show what Logic File names/values are loaded
2 Variables PreChange/PostChange: show what variables defined and how they look before/after adhoc
3 Username already exists in OS Ticket, skipping: show what users already exist and skipped
4 SQLRecordSet - Column: show SQL Records set and the column
5 Environment Names/Values: show computer environment variables
6 Query Command: show SQL query commands
lcc:sourceEncryptedPasswordHash (optional) (one per Logic File)
Hash value supplied for encryption. Must be used with keys ‘lcc:sourceEncryptedSaltKey’ and ‘lcc:sourceEncryptedVIKey’.
Any set of characters can be used.
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Syntax: lcc: sourceEncryptedPasswordHash [tab] […]
Example: lcc: sourceEncryptedPasswordHash s0m3C00lPhr@$e
lcc:sourceEncryptedSaltKey (optional) (one per Logic File)
Salt Key value supplied for encryption. Must be used with keys ‘lcc:sourceEncryptedPasswordHash’ and
‘lcc:sourceEncryptedVIKey’.
Any set of characters can be used.
Syntax: lcc: sourceEncryptedSaltKey [tab] […]
Example: lcc: sourceEncryptedSaltKey s0m3C00lPhr@$e
lcc:sourceEncryptedVIKey (optional) (one per Logic File)
VI Key value supplied for encryption. Must be used with keys ‘lcc:sourceEncryptedPasswordHash’ and
‘lcc:sourceEncryptedSaltKey’.
Any set of characters can be used, but, must be exactly 16 characters long.
Syntax: lcc:sourceEncryptedVIKey [tab] […]
Example: lcc:sourceEncryptedVIKey s0m3C00lPhr@$e12
lcc:connectionDriver (mandatory)(none to many per Logic File)
Specifies the ODBC driver installed on the machine. This must be a '32 bit' driver, as this is a 32 bit application.
MySQL ODBC download: https://dev.mysql.com/downloads/connector/odbc
Syntax: lcc:connectionDriver [tab] [...]
Example: lcc:connectionDriver {MySQL ODBC 5.3 ANSI Driver}
lcc:connectionServer (mandatory)(none to many per Logic File)
What server is hosting the OSTicket MySQL database.
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Syntax: lcc:connectionServer [tab] [...]
Example: lcc:connectionServer 123.123.123.123
lcc:connectionServerPort (mandatory)(none to many per Logic File)
What port on the server that is hosting the OSTicket MySQL database.
Syntax: lcc:connectionServerPort [tab] [...]
Example: lcc:connectionServerPort 3306
lcc:connectionServerPort (mandatory)(none to many per Logic File)
What port on the server that is hosting the OSTicket MySQL database.
Syntax: lcc:connectionServerPort [tab] [...]
Example: lcc:connectionServerPort 3306
lcc:maxRecords (optional)(one per Logic File)
How many records to process. Usually only used in debugging.
Syntax: lcc:maxRecords [tab] [#]
Example: lcc:maxRecords 100
lcc:connectionDatabase (mandatory)(one per Logic File)
Name of the OSTicket database.
Syntax: lcc:connectionDatabase [tab] [...]
Example: lcc:connectionDatabase osticket_db
lcc:connectionUser (mandatory)(one per Logic File)
Name of the user for the OSTicket database.
Syntax: lcc:connectionUser [tab] [...]
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Example: lcc:connectionUser ouruser
lcc:connectionPassword (mandatory)(one per Logic File)
Password for the user for the OSTicket database.
Syntax: lcc:connectionPassword [tab] [...]
Example: lcc:connectionPassword ourPassword
lcc:createUserEmailDomain (mandatory)(one per Logic File)
The domain added to the end of the email address for a user.
Syntax: lcc:createUserEmailDomain [tab] [...]
Example: lcc:createUserEmailDomain @ourcollege.edu
lcc:programMode (mandatory)(one per Logic File)
Instructs the program what mode will be used.
Valid Values
Create Users
List Users
List User Accounts
List User Emails
List Thread Entries
Rename User
FAQs
The columns above can be in any order or position, as you define their location with the keys
'lcc:createUserListColumn...Pos'.
Syntax: lcc:createUserListPath [tab] [...]
Example: lcc:createUserListPath E:\folder\ourUsers.txt
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Example #2 (multiple):
lcc:createUserListPath E:\folder\ourUsers.txt
lcc:createUserListPath \\server\share$\ourUsers2.txt
lcc:createUserListPath (optional)(one to many per Logic File)
Program Mode Supported: Create Users
A file containing the users to create. This file must be [tab] delimited.
The following columns must be in the file:
Username
First Name
Last Name
The columns above can be in any order or position, as you define their location with the keys
'lcc:createUserListColumn...Pos'.
Syntax: lcc:createUserListPath [tab] [...]
Example: lcc:createUserListPath E:\folder\ourUsers.txt
Example #2 (multiple):
lcc:createUserListPath E:\folder\ourUsers.txt
lcc:createUserListPath \\server\share$\ourUsers2.txt
lcc:createUserListColumnUsernamePos (optional)(one to many per Logic File)
Program Mode Supported: Create Users
What column # contains the Username value in the 'lcc:createUserListPath' file(s).
Syntax: lcc:createUserListColumnUsernamePos [tab] [#]
Example: lcc:createUserListColumnUsernamePos 4
lcc:createUserListColumnFirstNamePos (optional)(one to many per Logic File)
Program Mode Supported: Create Users
What column # contains the First Name value in the 'lcc:createUserListPath' file(s).
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Syntax: lcc:createUserListColumnFirstNamePos [tab] [#]
Example: lcc:createUserListColumnFirstNamePos 4
lcc:createUserListColumnLastNamePos (optional)(one to many per Logic File)
Program Mode Supported: Create Users
What column # contains the First Name value in the 'lcc:createUserListPath' file(s).
Syntax: lcc:createUserListColumnLastNamePos [tab] [#]
Example: lcc:createUserListColumnLastNamePos 4
lcc:createdUserPath (optional)(one to many per Logic File)
Program Mode Supported: Create Users
What users have been created. This file is appended to.
Syntax: lcc:createUserPath [tab] [...]
Example: lcc:createUserPath .\createdUsers.txt
lcc:SQLRecordsSetId (optional)(one to many per Logic File)
Program Mode Supported: [Any], most likely used with FAQsAuto
Sets the Id for this SQL Records set.
A SQL Records Set Loads records from the osTicket database/table, that can then be used/referenced in other keys. For
example, you could use the record counts in a FAQs Auto set.
Paired Keys
lcc:SQLRecordsSetColumn
lcc:SQLRecordsSetQuery
Syntax: lcc:SQLRecordsSetId [tab] [...]
Example: lcc:SQLRecordsSetId ticketsClosed
lcc:SQLRecordsSetColumn (optional)(one to many per Logic File/SQLRecordsSet)
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Program Mode Supported: [Any], most likely used with FAQsAuto
Defines what columns will be returned from the lcc:SQLRecordsSetQuery.
Use one key for each column.
Paired Keys
lcc:SQLRecordsSetId
lcc:SQLRecordsSetQuery
Syntax: lcc:SQLRecordsSetColumn [tab] [...]
Example: lcc:SQLRecordsSetColumn ticket_id
Example #2 (multiple):
lcc:SQLRecordsSetColumn ticket_id
lcc:SQLRecordsSetColumn status_id
lcc:SQLRecordsSetQuery (optional)(one to many per Logic File/SQLRecordsSet)
Program Mode Supported: [Any], most likely used with FAQsAuto
Defines what query to run against the osTicket mySQL database.
See Using Flags section for adhoc values in the query, like date.
Paired Keys
lcc:SQLRecordsSetId
lcc:SQLRecordsSetColumn
Syntax: lcc:SQLRecordsSetQuery [tab] [...]
Example: lcc:SQLRecordsSetQuery SELECT ticket_id,status_id FROM ost_ticket;
Example #2 (with flags):
lcc:SQLRecordsSetQuery SELECT ticket_id,status_id FROM ost_ticket WHERE T1.created >
'[lccFlag:Date:Subtract:7]';
lcc:FAQAutoSetId (optional)(one to many per Logic File)
Program Mode Supported: FAQsAuto
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Sets the Id for this FAQ Auto set.
Updates a FAQ question and/or answer.
Paired Keys
lcc:FAQAutoSetFAQId
lcc:FAQAutoSetQuestion
lcc:FAQAutoSetAnswer
Syntax: lcc:FAQAutoSetId [tab] [...]
Example: lcc:FAQAutoSetId Tickets Closed Last 7 Days
lcc:FAQAutoSetFAQId (optional)(one to many per Logic File, one per FAQAutoSet)
Program Mode Supported: FAQsAuto
Sets the FAQ Id to use when updating a FAQ.
Paired Keys
lcc:FAQAutoSetId
lcc:FAQAutoSetQuestion
lcc:FAQAutoSetAnswer
Syntax: lcc:FAQAutoSetFAQId [tab] [...]
Example: lcc:FAQAutoSetFAQId 25
lcc:FAQAutoSetFAQQuestion (optional)(one to many per Logic File, one per FAQAutoSet)
Program Mode Supported: FAQsAuto
Sets the Question to use when updating a FAQ.
See Using Flags section for adhoc values in the query, like date.
Paired Keys
lcc:FAQAutoSetId
lcc:FAQAutoSetFAQId
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lcc:FAQAutoSetAnswer
Syntax: lcc:FAQAutoSetFAQQuestion [tab] [...]
Example: lcc:FAQAutoSetFAQQuestion Tickets Opened (Last 7 Days)
lcc:FAQAutoSetFAQAnswer (optional)(one to many per Logic File, one per FAQAutoSet)
Program Mode Supported: FAQsAuto
Sets the Answer to use when updating a FAQ.
See Using Flags section for adhoc values in the query, like date.
Paired Keys
lcc:FAQAutoSetId
lcc:FAQAutoSetFAQId
lcc:FAQAutoSetQuestion
Syntax: lcc:FAQAutoSetFAQAnswer [tab] [...]
Example: lcc:FAQAutoSetFAQAnswer Total: [lccFlag:SQLRecordSet:ticketsOpenedLast7Days:lccRecordsTotal]
lcc:resultsToFileSetId (optional)(one to many per Logic File)
Program Mode Supported: ResultsToFile
Sets the Id for this Results To File set.
Produce a file from results.
Paired Keys
lcc:resultsToFileSetFlag
lcc:resultsToFileSetFilter
Syntax: lcc:resultsToFileSetId [tab] [...]
Example: lcc:resultsToFileSetId Tickets-Performance-last7Days-IT
lcc:resultsToFileSetFlag (optional)(one to many per Logic File, one to many per Results To File set)
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Program Mode Supported: ResultsToFile
Provides different flags to the current set.
See Using Flags section for adhoc values in the query, like date.
Flags Available
PerformanceStats#Path : stat type, see Performance Stats section
RecordSet : which SQL record set to use (see lcc:SQLRecordsSetId)
TicketFilterDateType : which field to use in the filter date keys (see lcc:SQLRecordsSetColumn)
TicketFilterDateStart : what start date to filter records on, ex: 11/3/2017
TicketFilterDateEnd : what end date to filter records on, ex: 11/7/2017
ThreadEventFilterDateStart : what start date to filter ticket events on, ex: 11/3/2017
ThreadEventFilterDateEnd : what end date to filter ticket events on, ex: 11/7/2017
PerformanceStatsFileArchiveTypeCopyPreviousToDate : if a report file already exists with the current name, it is
copied to the same name and the YYYYMMDD appended before it is overwritten. This comes in handy if you want
to keep archives of previous stats for looking at trends in statistics, i.e. history.
Syntax: lcc:resultsToFileSetFlag [tab] [..name..] [tab] [..value..]
Example: lcc:resultsToFileSetFlag PerformanceStats1Path \\server\share$\stats1.txt
Example #2 (multiple):
lcc:resultsToFileSetFlag PerformanceStats1Path \\server\share$\stats1.txt
lcc:resultsToFileSetFlag PerformanceStats2Path \\server\share$\stats2.txt
lcc:resultsToFileSetFlag RecordSet ticketsPerformance
lcc:resultsToFileSetFilter (optional)(one to many per Logic File, one to many per Results To File set)
Program Mode Supported: ResultsToFile
Provides filters for records to use.
See Using Flags section for adhoc values in the query, like date.
Fitlers Available
TicketNumber : ticket number, ex: 1234567
DepartmentId : department id, ex: 1
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Syntax: lcc:resultsToFileSetFilter [tab] [..name..] [tab] [..value..]
Example: lcc:resultsToFileSetFilter TicketNumber 1234567
Example #2 (multiple):
lcc:resultsToFileSetFilter TicketNumber 1234567
lcc:resultsToFileSetFilter DepartmentId 1
lcc:changeValueSetId (optional)(one to many per Logic File)
Program Mode Supported: ChangeValue
Sets the Id for this Change Value set.
Change a column value.
Paired Keys
lcc:changeValueFlag
lcc:changeValueColumn
Syntax: lcc:changeValueSetId [tab] [...]
Example: lcc:changeValueSetId change tickets to closed that are resolved after 7 days
lcc:changeValueSetColumn (optional)(one to many per Logic File)
Program Mode Supported: ChangeValue
Which column to set. This is the column name defined in the key 'lcc:SQLRecordsSetColumn'.
Syntax: lcc:changeValueSetColumn [tab] [...]
Example: lcc:changeValueSetColumn ticketStatusId
lcc:changeValueSetFlag (optional)(one to many per Logic File, one to many per Change Value set)
Program Mode Supported: ChangeValue
Provides different flags to the current set.
Flags Available
ChangesLogPath : sets a log path that will record the changes made
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RecordSet: which SQL record set to use (see lcc:SQLRecordsSetId)
DaysOld: if supplied, how many days old a ticket must be to be affected. If none provide, all tickets are valid
From : what column value will be searched for and changed from
To : what column value will be used as a replacement
MaxChanges : if supplied, how many records can be changed on each run (handy when testing changes), if none
provided all changes will be performed
FilterTicketNumber : filter the records by this one ticket number, handy on affecting only a single ticket
SimulationOff : by default, the program will only show what it would do, if this flag provided with 'YES' the
changes will be applied
Syntax: lcc:changeValueSetFlag [tab] [..name..] [tab] [..value..]
Example: lcc:changeValueSetFlag ChangesLogPath \\server\share$\changesLog.log
Example #2 (multiple):
lcc:changeValueSetFlag ChangesLogPath \\server\share$\changesLog.log
lcc:changeValueSetFlag RecordSet tickets
lcc:changeValueSetFlag DaysOld 7
lcc:reportUsersPath (optiona)(one per Logic File)
Program Mode Supported: List Users
A path where Users will be written to. If none provided, they will be displayed to the screen.
The following columns will be displayed/written (tab delimited):
Id
Org Id
Default Email Id
Status
Name
Record Created
Record Updated
Syntax: lcc:reportUsersPath [tab] [...]
Example: lcc:reportUsersPath E:\folder\reportUsers.txt
lcc:reportUserAccountsPath (optiona)(one per Logic File)
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Program Mode Supported: List User Accounts
A path where User Accounts will be written to. If none provided, they will be displayed to the screen.
The following columns will be displayed/written (tab delimited):
Id
Status
Time Zone
Lang
Username
Password
Backend
Extra
Registered
Syntax: lcc:reportUserAccountsPath [tab] [...]
Example: lcc:reportUserAccountsPath E:\folder\reportUserAccounts.txt
lcc:reportUserEmailsPath (optiona)(one per Logic File)
Program Mode Supported: List User Emails
A path where User Emails will be written to. If none provided, they will be displayed to the screen.
The following columns will be displayed/written (tab delimited):
Id
User Id
Flags
Address
Syntax: lcc:reportUserEmailsPath [tab] [...]
Example: lcc:reportUserEmailsPath E:\folder\reportUserEmails.txt
lcc:reportThreadEntriesPath (optiona)(one per Logic File)
Program Mode Supported: List Thread Entries
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A path where Thread Entries will be written to. If none provided, they will be displayed to the screen.
The following columns will be displayed/written (tab delimited):
Id
Pid
Thread Id
Staff Id
User Id
Type
Flags
Poster
Editor
Editor Type
Source
Title
Body
Format
IP Address
Created
Updated
Syntax: lcc:reportThreadEntriesPath [tab] [...]
Example: lcc:reportThreadEntriesPath E:\folder\reportThreadEntries.txt
lcc:reportFAQRecordsPath (optiona)(one per Logic File)
Program Mode Supported: FAQs, FAQSAuto
A path where FAQ records will be written.
The following columns will be displayed/written (tab delimited):
FAQ Id
Category Id
Question
Answer
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Created
Updated
Syntax: lcc:reportFAQRecordsPath [tab] [...]
Example: lcc:reportFAQRecordsPath E:\folder\reportFAQRecords.txt
Program Modes
Some modes require mySQL ODBC drive, ref:
ref: https://dev.mysql.com/downloads/connector/odbc
Create Users
Create a user.
List Users
List all users.
List User Accounts
List all user accounts.
List User Emails
List all user emails.
List Thread Entries
List all thread entries.
Rename User
Rename a user. When ran, it will prompt you for four (4) pieces of information:
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Old Username: what is the older Username of the user
Username: what is the new Username of the user
Name: what is the new Name of the user
Email: what is the new Email of the user
FAQs
Requirement: mySQL ODBC driver
Add, Update, Delete FAQs. This will launch the program in a Windows mode.
In FAQs mode, the window has the following sections:
Filters
Categories
Question/Answer
FAQsAuto
Requirement: mySQL ODBC driver
Auto changes FAQs Question and/or Answer. This works well with adding to a Task to run on a schedule. Could be used to
show updated statistics, etc.
ResultsToFile
Requirement: mySQL ODBC driver
Creates files by the results requested
We use this mode in conjunction with lccROAR to produce web/mobile friendly statistics.
ChangeValue
Requirement: mySQL ODBC driver
Checks for a value in a column and if found, changes the value.
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For example, you could check if Tickets are 'Resovled' (status_id = '2') and change them to 'Closed' (status_id='3').
Using Flags
In some keys, you can supply flags to create adhoc values.
To define a flag, place the following anywhere in the value of the supported keys: [lcc:Flag:..]
The '...' is replaced by a sections delimited by a ':' (colon).
The first section defines what type of Flag:
SQLRecordSet
Date
The next section(s) are define depending on the Flag type.
Flag Types
SQLRecordSet
o Section 2: what SQL Set Id to reference
o Section 3: what value to return, with these being supported:
lccRecordsTotal
Date
o Section 2: 'Add' or 'Subtract'
o Section 3: number of days to add/subtract from the current date
o Displays in format YYYY-MM-DD
DateAndTime
o Section 2: 'Add' or 'Subtract'
o Section 3: number of days to add/subtract from the current date
o Displays in format YYYY-MM-DD HH:MM:SS
Examples
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Insert a Date/Time value that is 30 days prior to today
SELECT T1.ticket_id,T1.number FROM ost_ticket AS T1 WHERE T1.updated > '[lccFlag:Date:Subtract:30]';
Insert total number of records from the SQL Set
[lccFlag:SQLRecordSet:ticketsOpenedLast7Days:lccRecordsTotal]
Logic File - Examples
Note: all sensitive data in the examples below replaced with '...'
Create Users
lcc:debugLevel 1 logic name/values
lcc:debugLevel 2 variables preChange/postChange
lcc:debugLevel 5 environment name/values
lcc:logPath .\lccOSTicketManager
lcc:connectionDriver {MySQL ODBC 5.3 ANSI Driver}
lcc:connectionServer 123.123.123.123
lcc:connectionServerPort 3306
lcc:maxRecords 2
lcc:connectionDatabase osticket_db
lcc:connectionUser ...
lcc:connectionPassword ...
lcc:programMode Create Users
lcc:createUserEmailDomain @lowercolumbia.edu
lcc:createUserListPath .\ourEmployees.txt
lcc:createUserListColumnUsernamePos 4
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lcc:createUserListColumnFirstNamePos 2
lcc:createUserListColumnLastNamePos 3
lcc:createdUserPath .\createdUsers.txt
List Users
lcc:logPath .\lccOSTicketManager
lcc:connectionDriver {MySQL ODBC 5.3 ANSI Driver}
lcc:connectionServer 123.123.123.123
lcc:connectionServerPort 3306
lcc:maxRecords 2
lcc:connectionDatabase osticket_db
lcc:connectionUser ...
lcc:connectionPassword ...
lcc:programMode List Users
lcc:reportUsersPath .\reportUsers.txt
List User Accounts
lcc:logPath .\lccOSTicketManager
lcc:connectionDriver {MySQL ODBC 5.3 ANSI Driver}
lcc:connectionServer 123.123.123.123
lcc:connectionServerPort 3306
lcc:maxRecords 2
lcc:connectionDatabase osticket_db
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lcc:connectionUser ...
lcc:connectionPassword ...
lcc:programMode List User Accounts
lcc:reportUserAccountsPath .\reportUserAccounts.txt
List User Emails
lcc:logPath .\lccOSTicketManager
lcc:connectionDriver {MySQL ODBC 5.3 ANSI Driver}
lcc:connectionServer 123.123.123.123
lcc:connectionServerPort 3306
lcc:maxRecords 2
lcc:connectionDatabase osticket_db
lcc:connectionUser ...
lcc:connectionPassword ...
lcc:programMode List User Emails
lcc:reportUserEmailsPath .\reportUserEmails.txt
List Thread Entries
lcc:logPath .\lccOSTicketManager
lcc:connectionDriver {MySQL ODBC 5.3 ANSI Driver}
lcc:connectionServer 123.123.123.123
lcc:connectionServerPort 3306
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lcc:maxRecords 2
lcc:connectionDatabase osticket_db
lcc:connectionUser ...
lcc:connectionPassword ...
lcc:programMode List Thread Entries
lcc:programMode List Thread Entries
lcc:reportThreadEntriesPath .\reportThreadEntries.txt
Rename User
lcc:logPath .\lccOSTicketManager
lcc:connectionDriver {MySQL ODBC 5.3 ANSI Driver}
lcc:connectionServer 123.123.123.123
lcc:connectionServerPort 3306
lcc:maxRecords 2
lcc:connectionDatabase osticket_db
lcc:connectionUser ...
lcc:connectionPassword ...
lcc:programMode Rename User
Performance Stats
1 : Ticket stats, opened, closed, assigned, edited, collaborators, opened/closed dates
2 : by Group
3 : Tickets total opened time
4 : Tickets open/close duration
5 : Tickets each open/close pair time
6 : Tickets open/close duration average
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7 : Group: Departments
8 : Group: Staff
9 : Group : User
10 : Tickets open count
11 : Tickets open information
12 : Tickets opened
13 : Tickets closed
14 : Tickets middle 80% opened/closed
15 : Tickets middle 80%, duration, top 10
16 : Tickets middle 80%, duration, bottom 10
17 : Tickets open/close duration per ticket
18 : Tickets middle 90% opened/closed
19 : Tickets middle 90%, duration, top 10
20 : Tickets middle 90%, duration, bottom 10
21 : Tickets middle 95% opened/closed
22 : Tickets middle 95%, duration, top 10
23 : Tickets middle 95%, duration, bottom 10
24 : Tickets middle 98% opened/closed
25 : Tickets middle 98%, duration, top 10
26 : Tickets middle 98%, duration, bottom 10
Resources
MySQL ODBC Download- https://dev.mysql.com/downloads/connector/odbc
Definitions
OSTicket - Customer support ticket system, ref: http://osticket.com
Modifications
Page 26 of 26: lccOSTicketManager-manual.docx
Lower Columbia College
NAME DATE MODIFICATION
David Mielcarek 3/9/2017 Created
David Mielcarek 8/10/2017 Added keys 'lcc:programMode',
'lcc:reportUsersPath',
'lcc:reportUserAccountsPath',
'lcc:reportUserEmailsPath',
'lcc:reportThreadEntries'
Added Modes 'Create Users',
'Rename User', 'List Users', 'List
User Accounts', 'List User Emails',
'List Thread Entries'
David Mielcarek 10/19/2017 Added new Modes 'FAQ',
'FAQsAuto'. New keys for
lcc:SQLRecordsSet...,
lcc:FAQAutoSet..., added
encryption option for key values
David Mielcarek 20180206 Added new mode 'ResultsToFile'
and 'lcc:resultsToFile...' keys
David Mielcarek 20180216 Added more Performance stats
David Mielcarek 20180307 Added new mode 'ChangeValue'
and 'lcc:changeValue...' keys.
End of document