[rt-users] Ticket Lifetime Report

[Ryan Frantz]

----- Original Message -----
> From: sebsua at gmail.com
> To: "Ryan Frantz" <ryanfrantz at informed-llc.com>, rt-users at lists.bestpractical.com
> Sent: Friday, July 1, 2011 3:16:20 PM
> Subject: Re: [rt-users] Ticket Lifetime Report
> 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?

Seb,

I've only just started hacking RT, but I believe you'll need to iterate over the transactions for a given ticket to find a transaction type of 'Status' and check it's OldValue for 'new' and a NewValue of 'open', then read the Created field (I'm assuming it returns an RT::Date object).

Interestingly, I am looking to report on the same service level so I may have something written for this as well.  I'll race you to the finish...

Ryan


> 
> 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
> >
> > --------
> > 2011 Training: http://bestpractical.com/services/training.html
> >