Kenneth, Thanks for the suggestion and I'll look to see if this might be workable on our end, but I was rather hoping that there might be someway to do this all within RT, automatically, to be able to say display on a dashboard or saved search the total cost of all the orders or the average cost per order, etc.
I was actually a little surprised that this capability wasn't already there since we can do graphs and pie charts of this. I wonder if that's something that can be extended. Or even if this should be a feature request for the next version of RT. I don't know much about Perl or if the charting functionality in RT is even extensible but maybe a fake "chart" can be built that would be displayed in the dropdown with Bar & Pie that would just do those calculations.. - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University [email protected] Public key on keyserver.pgp.com ---------------------------------- Wednesday, March 2, 2011, 3:58:32 PM, Kenneth Crocker wrote: ---------------------------------- > Daniel, > We DO this! We have over a hundred Queues that are used for > Application support in many, many scientific applications as well as > the regular AP, AR, GL, etc. Each Queue has a manager and they ALL > have a variety of Searches that provide them with such things as > Time Estimated, Time Worked (for tickets as well as projects > (parent/Child), as well as charts based on CF values. They wanted > totals on some of these field from those Searches. > What we did was download the search results (we ONLY use the > Concise Spreadsheet extension as our download option - required a > change to the html page) to Excel, then copy the data (only - no > headings) from that excel spreadsheet and paste tha data into an > excel template set up just for that report. Excel templates can be > set up to not only automatically format the data into properly > formatted columns, but automatically sort up to 4 fields, color code > different values in specific columns AND automatically execute > Macros (like total Time Worked) on the values in specific columns. > VIOLA! A report with all the data (headings, footers, repeated > headings, sorted rows, etc.) as well as totals on values, etc. the > SAME LOOK, the SAME WAY each time we run the search. > This is exactly what Excel was designed for. After that, it's just > a matter of learning how to use Excel for our specific needs. > Anyway, that's just how we do it. > Kenn > LBNL > On Wed, Mar 2, 2011 at 12:20 PM, Todd Chapman <[email protected]> wrote: > Daniel, > It is certainly possible to write a scrip that updates custom field > values when other custom fields,or core RT fields change. > It is also possible to have columns that are calculated on the fly as > search results are returned, though it takes a bit more work because > RT does not have callbacks in all the right places to make this > simple, but it is doable. > If however you are looking to do calculations across multiple tickets, > RT's search interface and search results display are not really > conducive to that type of reporting. > -Todd > On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst <[email protected]> wrote: >> I have a couple of things I'd like to do with RT and haven't been able to >> find any clear answers how to do it, or if it's even possible. Can anyone >> point me in the right direction? We'd like to do some simple calculations on >> values stored in a custom fields and on values from those custom fields in >> tickets returned from a saved search. >> >> Some background info: We use a queue in RT 3.8.8 to keep track of upcoming >> orders we need to place with a ticket for each order. Those tickets have >> custom fields tracking several values including order cost, what we're >> charging for the order, order status, tracking numbers, etc.. >> >> I'm pretty sure I can accomplish this first part using scrips on a ticket >> update, but would like confirmation. I'd like to have certain values in a >> custom field calculated and updated when a different custom field value is >> changed. i.e. I update the order total and the field holding what we're >> charging for the order is automatically recalculated and updated as well. >> >> The second part I'm not sure about. I'd like to be able to have RT give me >> the result of a calculation of the values in a custom field for the tickets >> returned by a saved search (e.g. average value of the cost of orders from >> user 'abc', sum of the cost of orders where custom field Order_Status = >> Shipped, etc.). Is this doable by RT? Is there an extension that does this >> that I would need to install? >> >> Thanks! >> >> -- >> Daniel Farst >> IT Support Coordinator >> College of Arts and Sciences >> Case Western Reserve University >> >> [email protected] >> >> Public key on keyserver.pgp.com
pgpug4cqOzMXn.pgp
Description: PGP signature
