Hi,
Before asking my questions I wanna say thanks for RT.
We are celebrating the first anniversary of RT installation and just
reached ticket #25680.
So, I'm gonna do my best to explain my needs it would be better if I
could do it in pt_BR ;-)
First question:
=========
We have a bunch of queues. There are 3 main areas and each area has 4 to
6 queues. Eventually one queue is created and another one became
obsolete (disabled).
Here is an example of a query:
( Queue = 'DTI::Suporte::Eventos' OR Queue = 'DTI::Suporte::Garantia' OR
Queue = 'DTI::Suporte::Help' OR Queue = 'DTI::Suporte::Interno' OR Queue
= 'DTI::Suporte::Labo' OR Queue = 'DTI::Suporte::Tecnico' ) AND (
LastUpdated < '7 days ago' AND Status != 'resolved' )
I would like to do something like this (use a wildcard to all those queues):
( Queue = 'DTI::Suporte*' ) AND ( LastUpdated < '7 days ago' AND Status
!= 'resolved' )
So I don't need to review my queries on any queue change.
Is it possible?
Can someone help me with that?
Second question:
==========
I have some graphics by month, by owner, etc.
Now I need something I don't know how to get. I need to create a graphic
that shows how much time it toke to solve these tickets (Y = number of
tickets; X = hours):
- how many tickets has been solved in 1 hour since open time;
- same as above, but 2 hours;
- same as above, but 4 hours;
- same as above, but 8 hours;
The period can be by month, 3 month, 6 month, one year...
Is it possible to create this graphic in RT?
Can someone give me some tips to do it?
Thanks
--
*Elton S. Fenner,*
Analista de Rede,
Assembléia Legislativa do RS
Brasil (Brazil)
+55 51 3210-1249
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