[rt-users] Ticket Lifetime Report

[John Alberts]

Very nice.  Thank you.

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John Alberts
Cloud Optimization Engineer
Ex Libris (USA) Inc.
1350 E. Touhy Ave.  Suite 200 East
Des Plaines, IL 60018
Phone: 1-219-979-6560

Follow Ex Libris on Twitter: @exlibrisgroup<http://twitter.com/ExLibrisGroup>

From: Ryan Frantz <ryanfrantz at informed-llc.com<mailto:ryanfrantz at informed-llc.com>>
Date: Fri, 1 Jul 2011 12:28:56 -0400
To: <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: [rt-users] Ticket Lifetime Report

Fellow Users,

I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets.  It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in <= 7 days).  I plan on taking it further in the near future including adding email support and integrating it into the web interface.  For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report.

Ryan Frantz
Technical Services Director
InforMed, LLC
410-972-2025 x2131
ryanfrantz at informed-llc.com<mailto:ryanfrantz at informed-llc.com>
-------- 2011 Training: http://bestpractical.com/services/training.html
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