[rt-users] Calculations on custom field values

[Kenneth Crocker]

Daniel,

We DO this! We have over a hundred Queues that are used for Application
support in many, many scientific applications as well as the regular AP, AR,
GL, etc. Each Queue has a manager and they ALL have a variety of Searches
that provide them with such things as Time Estimated, Time Worked (for
tickets as well as projects (parent/Child), as well as charts based on CF
values. They wanted totals on some of these field from those Searches.

What we did was download the search results (we ONLY use the Concise
Spreadsheet extension as our download option - required a change to the html
page) to Excel, then copy the data (only - no headings) from that excel
spreadsheet and paste tha data into an excel template set up just for that
report. Excel templates can be set up to not only automatically format the
data into properly formatted columns, but automatically sort up to 4 fields,
color code different values in specific columns AND automatically execute
Macros (like total Time Worked) on the values in specific columns. VIOLA! A
report with all the data (headings, footers, repeated headings, sorted rows,
etc.) as well as totals on values, etc. the SAME LOOK, the SAME WAY each
time we run the search.

This is exactly what Excel was designed for. After that, it's just a matter
of learning how to use Excel for our specific needs.

Anyway, that's just how we do it.

Kenn
LBNL

On Wed, Mar 2, 2011 at 12:20 PM, Todd Chapman <todd at chaka.net> wrote:

> Daniel,
>
> It is certainly possible to write a scrip that updates custom field
> values when other custom fields,or core RT fields change.
> It is also possible to have columns that are calculated on the fly as
> search results are returned, though it takes a bit more work because
> RT does not have callbacks in all the right places to make this
> simple, but it is doable.
>
> If however you are looking to do calculations across multiple tickets,
> RT's search interface and search results display are not really
> conducive to that type of reporting.
>
> -Todd
>
> On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst <daniel.farst at case.edu>
> wrote:
> > I have a couple of things I'd like to do with RT and haven't been able to
> find any clear answers how to do it, or if it's even possible. Can anyone
> point me in the right direction? We'd like to do some simple calculations on
> values stored in a custom fields and on values from those custom fields in
> tickets returned from a saved search.
> >
> > Some background info: We use a queue in RT 3.8.8 to keep track of
> upcoming orders we need to place with a ticket for each order. Those tickets
> have custom fields tracking several values including order cost, what we're
> charging for the order, order status, tracking numbers, etc..
> >
> > I'm pretty sure I can accomplish this first part using scrips on a ticket
> update, but would like confirmation. I'd like to have certain values in a
> custom field calculated and updated when a different custom field value is
> changed. i.e. I update the order total and the field holding what we're
> charging for the order is automatically recalculated and updated as well.
> >
> > The second part I'm not sure about. I'd like to be able to have RT give
> me the result of a calculation of the values in a custom field for the
> tickets returned by a saved search (e.g. average value of the cost of orders
> from user 'abc', sum of the cost of orders where custom field Order_Status =
> Shipped, etc.). Is this doable by RT? Is there an extension that does this
> that I would need to install?
> >
> > Thanks!
> >
> > --
> > Daniel Farst
> > IT Support Coordinator
> > College of Arts and Sciences
> > Case Western Reserve University
> >
> > daniel.farst at case.edu
> >
> > Public key on keyserver.pgp.com
>
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