Hi Ryan, great to hear you need the same report, cause I'm very limited in RT hacking. I'll be waiting for that script when you get it done.
Thx, Seb.- On Fri, Jul 1, 2011 at 4:43 PM, Ryan Frantz <[email protected]> wrote: > ----- Original Message ----- >> From: [email protected] >> To: "Ryan Frantz" <[email protected]>, >> [email protected] >> Sent: Friday, July 1, 2011 3:16:20 PM >> Subject: Re: [rt-users] Ticket Lifetime Report >> Hi Ryan, >> We were looking for this type of report, but with some difference... >> Instead of calculate "created to resolved time", we are looking for a >> "created to open time" approach. This is because our SLA's are based >> on time to reply instead of time to resolution. >> >> Can you please point me in the right direction to modify the script so >> to reflect this? > > Seb, > > I've only just started hacking RT, but I believe you'll need to iterate over > the transactions for a given ticket to find a transaction type of 'Status' > and check it's OldValue for 'new' and a NewValue of 'open', then read the > Created field (I'm assuming it returns an RT::Date object). > > Interestingly, I am looking to report on the same service level so I may have > something written for this as well. I'll race you to the finish... > > Ryan > > >> >> Many Thanks, >> Seb.- >> >> On Fri, Jul 1, 2011 at 4:09 PM, John Alberts >> <[email protected]> wrote: >> > Very nice. Thank you. >> > >> > ---------- >> > >> > John Alberts >> > >> > Cloud Optimization Engineer >> > >> > Ex Libris (USA) Inc. >> > 1350 E. Touhy Ave. Suite 200 East >> > Des Plaines, IL 60018 >> > Phone: 1-219-979-6560 >> > >> > >> > >> > Follow Ex Libris on Twitter: @exlibrisgroup >> > >> > From: Ryan Frantz <[email protected]> >> > Date: Fri, 1 Jul 2011 12:28:56 -0400 >> > To: <[email protected]> >> > Subject: [rt-users] Ticket Lifetime Report >> > >> > Fellow Users, >> > I've written a short script that will generate a simple report >> > illustrating >> > the lifetime of resolved tickets. It's useful for determining if >> > your >> > support desk is meeting service levels (i.e. tickets resolved in <= >> > 7 days). >> > I plan on taking it further in the near future including adding >> > email >> > support and integrating it into the web interface. For now, you can >> > see/get >> > the code at >> > http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. >> > Ryan Frantz >> > Technical Services Director >> > InforMed, LLC >> > 410-972-2025 x2131 >> > [email protected] >> > -------- 2011 Training: >> > http://bestpractical.com/services/training.html >> > >> > -------- >> > 2011 Training: http://bestpractical.com/services/training.html >> > > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------- 2011 Training: http://bestpractical.com/services/training.html
