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<p class="MsoNormal"><span lang="EN-US">Hi,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">We are using RT4.02 for our IT service Center with SLA module defining start and due date (Response time and resolution time as defined in RT_Siteconfig.pm).<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">My concern right now is to find a way to report
<span class="inplacedisplayid4siteid0">Performance against the SLA at two level:<o:p></o:p></span></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US"><span style="mso-list:Ignore">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US">Response time<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US"><span style="mso-list:Ignore">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US">Resolution time<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">The idea we have is to use rt-crontool to store into CF Request already late in regards of response time and also in regards of resolution time<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">For response time the query could be something like : Status = 'new' AND TimeLeft > 0<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">For resolution time the query could be something like : TimeLeft > 0 AND ( Status = 'open' OR Status = 'stalled' )<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Now the idea is to set a specific hidden CF called LateResponse and LateResolution with value 0 or 1 to keep a track of late response or late resolution<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">The solution to update the CF could be to use then bin/rt/ command line.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">And finally query directly the MySQL DB to get our report.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Is there any other idea to create this report from your point of view
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">thanks<o:p></o:p></span></p>
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