[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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