[rt-users] Time to close a ticket?

[Richard Eibrand]

Thanks Emmanuel, 

Will take a look them, I'd rather not get jiggy with GD, so I'll explore the other options. 

Thanks again, 

R

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: 20 February 2013 09:31
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Time to close a ticket?

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


-- 
RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T