[rt-users] SLA reporting

[Ruslan Zakirov]

Hi,

There is a custom branch in the repository that makes a stab at
calculating whether people met deadlines or not. It's not complete,
but it's a good start. This code walks history of a ticket and
calculates whether configured deadlines were met or not.

Your idea with crontool is bad.

It's better to use scrips with on correspond and on resolve
conditions. With this solution you get accurate statistics, but you
get it late to react.

On Fri, Feb 17, 2012 at 18:19, Soula, Christophe <csoula at hach-lange.com> wrote:
> 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
>
>
> Please be advised that this email may contain confidential information. If
> you are not the intended recipient, please notify us by email by replying to
> the sender and delete this message. The sender disclaims that the content of
> this email constitutes an offer to enter into, or the acceptance of, any
> agreement; provided that the foregoing does not invalidate the binding
> effect of any digital or other electronic reproduction of a manual signature
> that is included in any attachment.
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012



-- 
Best regards, Ruslan.