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

[Kenneth Crocker]

Jesse,

	I would add to the time-tracking part. Perhaps a new table or two that 
contain various time totals (hours for a ticket per CF Org code for a 
month/year, etc.) so the actual time spent on a ticket per month can be 
tracked to show monthly/yearly trends/statistics.


Kenn
LBNL

On 2/14/2008 9:38 AM, Stephen Turner wrote:
> 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)
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>