Re: [rt-users] Time to close a ticket?

2013-02-20 Thread Richard Eibrand 
Thanks Emmanuel, 

Will take a look them, I'd rather not get jiggy with GD, so I'll explore the 
other options. 

Thanks again, 

R

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: 20 February 2013 09:31
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time to close a ticket?

On Mon, Feb 18, 2013 at 03:30:15PM +, 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/


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[rt-users] Time to close a ticket?

2013-02-18 Thread Richard Eibrand 
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?

TimeWorked will not work unfortunately, as this is currently not being filled 
in.

Thanks in advance for any pointers.

R

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