Not a technical issue, but I was wondering what RT stats folks report on/review periodically?
For 5+ years, our RT reports consisted of exporting to an Excel spreadsheet followed by copy/paste/update of formulas/etc. Mildly time consuming but the larger issues we had were that we were unable to report stats based on a user's Organization and we were unable to get a lot of detail on a per-engineer basis. When we upgraded to RT 4.0, I took the opportunity to add a couple of custom fields and wrote a Perl script to extract and report on various metrics instead of using Excel. This allows us to now report on Division/Site (stored in the Organization field) and get more detail for each support engineer. For example, we report monthly on the following (both overall and per support engineer): Tickets Created Tickets Resolved Hours recorded & % of hours recorded (based on business days in month) Average minutes per ticket % Submitted via Phone % Submitted via Email Average days to resolve Resolved Same Day Resolved Next Day Resolved two or more days [A note on the "Resolved" calculations: I use date::manip to calculate business days instead of calendar days. Eg a ticket comes in at 4:30pm on Friday and is resolved by 9:00am Monday, that's "resolved - same day" - within 8 business hours. The old Excel reports would show that as resolved in 3 days, which to me wasn't fair.] Ticket count, hours and Avg min/ticket (% and total for each) for - Ticket "Type" (Issue, Request or Project) - Ticket "Category" (problem category and topic, eg. "Workstation" and then within that "Application install/fix", "hardware repair/upgrade", "OS fix/rebuild", etc) - Division Then, "Top Five" by both ticket count and time recorded: - Category / Topic - Site One small issue is that ticket time is only allocated to the Owner of the ticket. So, if someone records 2 hours of time on a ticket they don't own, they don't get credit for it. But, in our group that's a fairly small occurrence. Also "time recorded" is only reported on tickets that were Resolved the previous month. So, if an engineer logged 40 hours on a ticket but didn't resolve it yet, that time doesn't show up until the next month (or whenever they resolve the ticket). I'd rather see actual time recorded in a month but, again, not yet worth the effort to adjust the report, especially since the time shows up sooner or later. One stat I'd like to add soon is Average Minutes per User (per Site). For example, if we have Site A with 50 users and Site B with 5 users and both have 10 hours of time, that might not stand out in the "Top Five" but would in Minutes/User, prompting me to wonder and research why we spend 10x more support for the smaller site etc. I realize with RT's infinite flexibility, there are a great many ways to use it. But, I am curious to see what else anyone might report on? Thanks! Steve -------- 2011 Training: http://bestpractical.com/services/training.html