[rt-users] Ticket Lifetime Report

[sebsua at gmail.com]

Hi Ryan, great to hear you need the same report, cause I'm very
limited in RT hacking.
I'll be waiting for that script when you get it done.

Thx,
Seb.-

On Fri, Jul 1, 2011 at 4:43 PM, Ryan Frantz <ryanfrantz at informed-llc.com> wrote:
> ----- 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
>> >
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html