[rt-users] SLA reporting

Asif Iqbal vadud3 at gmail.com
Sun Jun 1 16:04:28 EDT 2014


On Sat, May 31, 2014 at 6:21 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
>
>
> On Fri, Feb 17, 2012 at 10:48 AM, Ruslan Zakirov <ruz at bestpractical.com>
> wrote:
>
>> 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,
>>
>
>
> I could not find it under different branches of the github repo
>  https://github.com/bestpractical/rt
>
> Can you provide a link please? I need to generate sla report monthly
>

looks like this is the tree you were referring to.

https://github.com/bestpractical/rt-extension-sla/tree/performance-stats

I guess I could test it with RT 4.0.12?


>
> Thanks for your help
>
>
> 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
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>> >
>> > --------
>> > RT Training Sessions (http://bestpractical.com/services/training.html)
>> > * Boston — March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5 & 6, 2012
>
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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