Steve, I believe the "Time Worked" report offered in the wiki has some of the answers for you. That code pulls up time reported from the TRANSACTION table. So whether or not a ticket is resolved bears doesn't matter, neither does the ticket owner. Anyone who reports time against a ticket creates a record in t he transaction file. Sooo, you might want to look at that code and borrow some of it for your own purposes.
Kenn LBNL On Tue, Jul 5, 2011 at 9:07 AM, Hersker, Steve <[email protected]> wrote: > 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 >
-------- 2011 Training: http://bestpractical.com/services/training.html
