[rt-users] Reporting on response time

[Emmanuel Lacour]

On Mon, Feb 14, 2011 at 04:56:04PM -0000, Matthew Hattersley wrote:
> We have a SLA measurement of an initial response to a ticket of 4 hours.
> 
>  
> 
> From what I can tell this would be the time difference between the
> created and started field.
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>  
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> I'd like to be able to graph this directly to a dashboard.
> 
>  
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> So show the number of tickets responded to within the 4 hour SLA and
> those out of SLA. I can't figure out however to create a saved search or
> chart that would show this.
> 
>  
> 
> Anyone any ideas?
> 


You can create a ticket customfield and use a scrip to fill it when ticket is
resolved with something like "4HSLA OK" or "4HSLA KO". Then create a
search which find all your tickets and do a chart grouped by this CF.
Save it and add it to your dashboard.