[rt-users] RT reporting tools

Kelly Jones kelly.terry.jones at gmail.com
Sun Jun 17 21:39:49 EDT 2007

Does RT have any "built in" or standalone "reporting tools"? To answer
questions like:

% Average (both mean and median) time between ticket creation +
someone taking ticket.

% Average time between ticket creation + reply to user (comments don't count)

% Average time to ticket resolution.

% Average time ticket spends stalled.

% Stats above for a specific queue or support staff member

% Average number of tickets each support staff member handles per day/week

% etc, etc, etc.

Even if people don't fill out the "time spent" part of the ticket, you
could generate many of the stats above from the MySQL tables. Has
anyone done this?

We're just a Bunch Of Regular Guys, a collective group that's trying
to understand and assimilate technology. We feel that resistance to
new ideas and technology is unwise and ultimately futile.

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