Steve,<br><br>I believe the "Time Worked" report offered in the wiki has some of the answers for you. That code pulls up time reported from the TRANSACTION table. So whether or not a ticket is resolved bears doesn't matter, neither does the ticket owner. Anyone who reports time against a ticket creates a record in t he transaction file. Sooo, you might want to look at that code and borrow some of it for your own purposes.<br>
<br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Tue, Jul 5, 2011 at 9:07 AM, Hersker, Steve <span dir="ltr"><<a href="mailto:SHersker@tngus.com">SHersker@tngus.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
Not a technical issue, but I was wondering what RT stats folks report<br>
on/review periodically?<br>
<br>
For 5+ years, our RT reports consisted of exporting to an Excel<br>
spreadsheet followed by copy/paste/update of formulas/etc. Mildly time<br>
consuming but the larger issues we had were that we were unable to<br>
report stats based on a user's Organization and we were unable to get a<br>
lot of detail on a per-engineer basis.<br>
<br>
When we upgraded to RT 4.0, I took the opportunity to add a couple of<br>
custom fields and wrote a Perl script to extract and report on various<br>
metrics instead of using Excel. This allows us to now report on<br>
Division/Site (stored in the Organization field) and get more detail for<br>
each support engineer.<br>
<br>
For example, we report monthly on the following (both overall and per<br>
support engineer):<br>
Tickets Created<br>
Tickets Resolved<br>
Hours recorded & % of hours recorded (based on business days in month)<br>
Average minutes per ticket<br>
% Submitted via Phone<br>
% Submitted via Email<br>
Average days to resolve<br>
Resolved Same Day<br>
Resolved Next Day<br>
Resolved two or more days<br>
[A note on the "Resolved" calculations: I use date::manip to calculate<br>
business days instead of calendar days. Eg a ticket comes in at 4:30pm<br>
on Friday and is resolved by 9:00am Monday, that's "resolved - same day"<br>
- within 8 business hours. The old Excel reports would show that as<br>
resolved in 3 days, which to me wasn't fair.]<br>
<br>
Ticket count, hours and Avg min/ticket (% and total for each) for<br>
- Ticket "Type" (Issue, Request or Project)<br>
- Ticket "Category" (problem category and topic, eg. "Workstation" and<br>
then within that "Application install/fix", "hardware repair/upgrade",<br>
"OS fix/rebuild", etc)<br>
- Division<br>
<br>
Then, "Top Five" by both ticket count and time recorded:<br>
- Category / Topic<br>
- Site<br>
<br>
One small issue is that ticket time is only allocated to the Owner of<br>
the ticket. So, if someone records 2 hours of time on a ticket they<br>
don't own, they don't get credit for it. But, in our group that's a<br>
fairly small occurrence. Also "time recorded" is only reported on<br>
tickets that were Resolved the previous month. So, if an engineer logged<br>
40 hours on a ticket but didn't resolve it yet, that time doesn't show<br>
up until the next month (or whenever they resolve the ticket). I'd<br>
rather see actual time recorded in a month but, again, not yet worth the<br>
effort to adjust the report, especially since the time shows up sooner<br>
or later.<br>
<br>
One stat I'd like to add soon is Average Minutes per User (per Site).<br>
For example, if we have Site A with 50 users and Site B with 5 users and<br>
both have 10 hours of time, that might not stand out in the "Top Five"<br>
but would in Minutes/User, prompting me to wonder and research why we<br>
spend 10x more support for the smaller site etc.<br>
<br>
I realize with RT's infinite flexibility, there are a great many ways to<br>
use it. But, I am curious to see what else anyone might report on?<br>
<br>
Thanks!<br>
Steve<br>
<br>
<br>
<br>
--------<br>
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</blockquote></div><br>