[rt-users] RT Reporting - We need your wishlists

[Stephen Turner]

At Thursday 2/14/2008 09:52 AM, Jesse Vincent wrote:
>Hi Everybody,
>
>What reporting and statistics do you want to get out of RT?

- Reporting by requestor metadata (e.g. Organization). QB allows for 
filtering, but not for including these fields in the result set.
- Various time-period measurements (e.g. time from ticket creation to 
first open; time from creation to resolution etc).
- Escalation tracking, meaning tickets that originate in my queue but 
are moved to another. So, questions like:
        - How many tickets do we escalate, and to whom?
        - How long do tickets remain open after escalation?
- Tracking of time that tickets are actively being worked on and time 
that they are 'inactive' (e.g. in a 'stalled' status, or waiting for 
a client's response).

Our reporting strategy is actually to move data nightly into our Data 
Warehouse, with a simplified schema that facilitates easier 
reporting. We are almost ready for production on this. Some obstacles 
remain, though - custom fields are hard, and multiple requestors 
muddy the waters.

Thanks,
Steve


Stephen Turner
Senior Programmer/Analyst - SAIS
MIT Information Services and Technology (IS&T)