On Mon, Feb 18, 2013 at 03:30:15PM +0000, Richard Eibrand wrote: > Hi folks, > > I’ve been trying to create a report that I currently generate manually. > One to the requirements of this report is to calculate the average time to > close a ticket. > > I export the spreadsheet for the time range I am interested in, and then > subtract the created date from the resolved date. This gives me a range of > numbers from which I can work out the average time to close out a ticket. > > My question is: Can I do something similar directly within RT? >
Yes and no ;) To my knowledge, there is three ways to do this: - use the RT extension ActivityReports [1] - when a ticket is resolved, trigger a scrip that fill a customfield (SLA) with the range of resolution time (example: < 1 hour, > 1 hour). It should meet your SLA requirements. Then you will be able to use RT graphs to show the count of tickets in each SLA range. (also look at RT extension SLA[2]). This is very flexible and you can substract time stayed in different status like stalled, and even use perl module Business::Hours[3]. It does not need a lot of cpu to make this SLA value and graph it. - patch RT graphing system to do what you want, this is a bit more tricky and may need a lot of cpu if you want to calculate you're value on all ticket when graphing. [1] http://search.cpan.org/dist/RT-Extension-ActivityReports/ [2] http://search.cpan.org/dist/RT-Extension-SLA/ [3] http://search.cpan.org/dist/Business-Hours/ -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:[email protected] - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
