Re: [rt-users] SLA reporting

[Asif Iqbal]

On Fri, Feb 17, 2012 at 10:48 AM, Ruslan Zakirov 
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


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 
> 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.
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> >
> > 
> > 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?
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Different template according to requestor email address

[Ram]

> How can I separate these to get different messages according to their email
> address?
>

My first inclination would be to duplicate the Scrip(s) in question (e.g.
On Correspond Notify Requestors and CCs).

For the Internal Scrip change the template to be your internal template.
Put in a custom condition to see if any of the planned recipients are
internal - if no then bail out. Put in a custom action preparation code
that strips out any recipients which are not internal.

Now for the External Scrip do the same but check for external recipients,
strip internal recipients, and use your External template.

cheers
ram
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training