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

[Kenneth Marshall]

On Thu, Feb 14, 2008 at 09:52:52AM -0500, Jesse Vincent wrote:
> Hi Everybody,
> 
> I have an RT hacker working on a new, expanded reporting tool for RT.  
> While I can't promise that we'll implement _every_ report you want, we  
> could really use your wishlists.
> 
> What reporting and statistics do you want to get out of RT?
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> 
Here are typical reports that we use here at Rice:

Case Load Trending. -    Year to year trending view, by month of tickets        
logged.  Each month's total consists of tickets closed during that month        
and currently open tickets.  These are gathered on a per queue basis, then      
summed to provide a departmental overview.                                      
                                                                                
Response Time.                                                                  
-    Response to new tickets is tracked.  Time is calculated  by                
subtracting the "Started " field from the " Business Time Start" field.         
Responses to Urgent tickets are also tracked as a subset.  Tickets with the     
word "Urgent" in the subject line are sorted into this subset.                  
                                                                                
Problem Resolution Time.                                                        
-    Pie chart breakdown of resolution times.  Current segmentation is same     
day, 1-3 days, 3 - 7 days, Greater than a week.  These buckets are              
arbitrary and should be user selectable.                                        
                                                                                
Resolution Time - Median                                                        
-    The median resolution time for issues are tracked by queue on a            
monthly basis.  Used for trend analysis .                                       
                                                                                
Category Breakdown                                                              
- Pie Chart to show the distribution of the type of issues being                
reported/resolved.  This is a compilation of the information entered in the     
custom "Resolution Category" field.  The report should allow the user to        
select time windows.  The ability to show trends (year to year shifts)          
would also be great.                                                            

Regards,
Ken