[rt-users] Ticket Lifetime Report

[sebsua at gmail.com]

Hi Ryan,
We were looking for this type of report, but with some difference...
Instead of calculate "created to resolved time", we are looking for a
"created to open time" approach. This is because our SLA's are based
on time to reply instead of time to resolution.

Can you please point me in the right direction to modify the script so
to reflect this?

Many Thanks,
Seb.-

On Fri, Jul 1, 2011 at 4:09 PM, John Alberts
<John.Alberts at exlibrisgroup.com> wrote:
> Very nice.  Thank you.
>
> ----------
>
> 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
>
> From: Ryan Frantz <ryanfrantz at informed-llc.com>
> Date: Fri, 1 Jul 2011 12:28:56 -0400
> To: <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
> -------- 2011 Training: http://bestpractical.com/services/training.html
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