On Sat, May 31, 2014 at 6:21 PM, Asif Iqbal <[email protected]> wrote:
> > > > On Fri, Feb 17, 2012 at 10:48 AM, Ruslan Zakirov <[email protected]> > wrote: > >> Hi, >> >> There is a custom branch in the repository that makes a stab at >> calculating whether people met deadlines or not. It's not complete, >> > > > I could not find it under different branches of the github repo > https://github.com/bestpractical/rt > > Can you provide a link please? I need to generate sla report monthly > looks like this is the tree you were referring to. https://github.com/bestpractical/rt-extension-sla/tree/performance-stats I guess I could test it with RT 4.0.12? > > Thanks for your help > > > but it's a good start. This code walks history of a ticket and >> calculates whether configured deadlines were met or not. >> >> Your idea with crontool is bad. >> >> It's better to use scrips with on correspond and on resolve >> conditions. With this solution you get accurate statistics, but you >> get it late to react. > > >> On Fri, Feb 17, 2012 at 18:19, Soula, Christophe <[email protected]> >> wrote: >> > 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. >> > >> > -------- >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * Boston — March 5 & 6, 2012 >> >> >> >> -- >> Best regards, Ruslan. >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Boston March 5 & 6, 2012 > > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
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