[rt-users] Time to close a ticket?

[Emmanuel Lacour]

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/


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