[rt-users] SLA reporting

[Soula, Christophe]

Hi,

We are using RT4.02 for our IT service Center with SLA module defining start and due date (Response time and resolution time as defined in RT_Siteconfig.pm).
My concern right now is to find a way to report Performance against the SLA at two level:

-          Response time

-          Resolution time

The idea we have is to use rt-crontool to store into CF Request already late in regards of response time and also in regards of resolution time

For response time the query could be something like : Status = 'new' AND TimeLeft > 0
For resolution time the query could be something like : TimeLeft > 0 AND (  Status = 'open' OR Status = 'stalled' )

Now the idea is to set a specific hidden CF called LateResponse and LateResolution with value 0 or 1 to keep a track of late response or late resolution
The solution to update the CF could be to use then bin/rt/ command line.

And finally query directly the MySQL DB to get our report.

Is there any other idea to create this report from your point of view

thanks


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