Hi, We are using RT4.02 for our IT service Center with SLA module defining start and due date (Response time and resolution time as defined in RT_Siteconfig.pm). My concern right now is to find a way to report Performance against the SLA at two level:
- Response time - Resolution time The idea we have is to use rt-crontool to store into CF Request already late in regards of response time and also in regards of resolution time For response time the query could be something like : Status = 'new' AND TimeLeft > 0 For resolution time the query could be something like : TimeLeft > 0 AND ( Status = 'open' OR Status = 'stalled' ) Now the idea is to set a specific hidden CF called LateResponse and LateResolution with value 0 or 1 to keep a track of late response or late resolution The solution to update the CF could be to use then bin/rt/ command line. And finally query directly the MySQL DB to get our report. Is there any other idea to create this report from your point of view thanks Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment.
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