At Thursday 2/14/2008 09:52 AM, Jesse Vincent wrote:
>Hi Everybody,
>
>What reporting and statistics do you want to get out of RT?
- Reporting by requestor metadata (e.g. Organization). QB allows for
filtering, but not for including these fields in the result set.
- Various time-period measurements (e.g. time from ticket creation to
first open; time from creation to resolution etc).
- Escalation tracking, meaning tickets that originate in my queue but
are moved to another. So, questions like:
- How many tickets do we escalate, and to whom?
- How long do tickets remain open after escalation?
- Tracking of time that tickets are actively being worked on and time
that they are 'inactive' (e.g. in a 'stalled' status, or waiting for
a client's response).
Our reporting strategy is actually to move data nightly into our Data
Warehouse, with a simplified schema that facilitates easier
reporting. We are almost ready for production on this. Some obstacles
remain, though - custom fields are hard, and multiple requestors
muddy the waters.
Thanks,
Steve
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT Information Services and Technology (IS&T)
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