[rt-users] Time to close a ticket?

Emmanuel Lacour elacour at easter-eggs.com
Wed Feb 20 04:30:52 EST 2013

On Mon, Feb 18, 2013 at 03:30:15PM +0000, Richard Eibrand wrote:
>    Hi folks,
>    I’ve been trying to create a report that I currently generate manually.
>    One to the requirements of this report is to calculate the average time to
>    close a ticket.
>    I export the spreadsheet for the time range I am interested in, and then
>    subtract the created date from the resolved date. This gives me a range of
>    numbers from which I can work out the average time to close out a ticket.
>    My question is: Can I do something similar directly within RT?

Yes and no ;)

To my knowledge, there is three ways to do this:

- use the RT extension ActivityReports [1]
- when a ticket is resolved, trigger a scrip that fill a customfield
  (SLA) with the range of resolution time (example: < 1 hour, > 1 hour).
  It should meet your SLA requirements. Then you will be able to use RT
  graphs to show the count of tickets in each SLA range. (also look at
  RT extension SLA[2]). This is very flexible and you can substract
  time stayed in different status like stalled, and even use perl module
  Business::Hours[3]. It does not need a lot of cpu to make this SLA
  value and graph it.
- patch RT graphing system to do what you want, this is a bit more
  tricky and may need a lot of cpu if you want to calculate you're value
  on all ticket when graphing.

[1] http://search.cpan.org/dist/RT-Extension-ActivityReports/ 
[2] http://search.cpan.org/dist/RT-Extension-SLA/
[3] http://search.cpan.org/dist/Business-Hours/

Easter-eggs                              Spécialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com

More information about the rt-users mailing list