[rt-users] Ticket Lifetime Report
Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report . Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket Lifetime Report
Very nice. Thank you. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgrouphttp://twitter.com/ExLibrisGroup From: Ryan Frantz ryanfra...@informed-llc.commailto:ryanfra...@informed-llc.com Date: Fri, 1 Jul 2011 12:28:56 -0400 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] Ticket Lifetime Report Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.commailto:ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket Lifetime Report
Hi Ryan, We were looking for this type of report, but with some difference... Instead of calculate created to resolved time, we are looking for a created to open time approach. This is because our SLA's are based on time to reply instead of time to resolution. Can you please point me in the right direction to modify the script so to reflect this? Many Thanks, Seb.- On Fri, Jul 1, 2011 at 4:09 PM, John Alberts john.albe...@exlibrisgroup.com wrote: Very nice. Thank you. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgroup From: Ryan Frantz ryanfra...@informed-llc.com Date: Fri, 1 Jul 2011 12:28:56 -0400 To: rt-users@lists.bestpractical.com Subject: [rt-users] Ticket Lifetime Report Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket Lifetime Report
- Original Message - From: seb...@gmail.com To: Ryan Frantz ryanfra...@informed-llc.com, rt-users@lists.bestpractical.com Sent: Friday, July 1, 2011 3:16:20 PM Subject: Re: [rt-users] Ticket Lifetime Report Hi Ryan, We were looking for this type of report, but with some difference... Instead of calculate created to resolved time, we are looking for a created to open time approach. This is because our SLA's are based on time to reply instead of time to resolution. Can you please point me in the right direction to modify the script so to reflect this? Seb, I've only just started hacking RT, but I believe you'll need to iterate over the transactions for a given ticket to find a transaction type of 'Status' and check it's OldValue for 'new' and a NewValue of 'open', then read the Created field (I'm assuming it returns an RT::Date object). Interestingly, I am looking to report on the same service level so I may have something written for this as well. I'll race you to the finish... Ryan Many Thanks, Seb.- On Fri, Jul 1, 2011 at 4:09 PM, John Alberts john.albe...@exlibrisgroup.com wrote: Very nice. Thank you. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgroup From: Ryan Frantz ryanfra...@informed-llc.com Date: Fri, 1 Jul 2011 12:28:56 -0400 To: rt-users@lists.bestpractical.com Subject: [rt-users] Ticket Lifetime Report Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket Lifetime Report
Hi Ryan, great to hear you need the same report, cause I'm very limited in RT hacking. I'll be waiting for that script when you get it done. Thx, Seb.- On Fri, Jul 1, 2011 at 4:43 PM, Ryan Frantz ryanfra...@informed-llc.com wrote: - Original Message - From: seb...@gmail.com To: Ryan Frantz ryanfra...@informed-llc.com, rt-users@lists.bestpractical.com Sent: Friday, July 1, 2011 3:16:20 PM Subject: Re: [rt-users] Ticket Lifetime Report Hi Ryan, We were looking for this type of report, but with some difference... Instead of calculate created to resolved time, we are looking for a created to open time approach. This is because our SLA's are based on time to reply instead of time to resolution. Can you please point me in the right direction to modify the script so to reflect this? Seb, I've only just started hacking RT, but I believe you'll need to iterate over the transactions for a given ticket to find a transaction type of 'Status' and check it's OldValue for 'new' and a NewValue of 'open', then read the Created field (I'm assuming it returns an RT::Date object). Interestingly, I am looking to report on the same service level so I may have something written for this as well. I'll race you to the finish... Ryan Many Thanks, Seb.- On Fri, Jul 1, 2011 at 4:09 PM, John Alberts john.albe...@exlibrisgroup.com wrote: Very nice. Thank you. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgroup From: Ryan Frantz ryanfra...@informed-llc.com Date: Fri, 1 Jul 2011 12:28:56 -0400 To: rt-users@lists.bestpractical.com Subject: [rt-users] Ticket Lifetime Report Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket Lifetime Report
The RT guys also work on something similar. Have a look at the 4.2/date-time-improvements-in-charts branch at github: https://github.com/bestpractical/rt/commits/4.2%2Fdate-time-improvements-in-charts -Chris Am 01.07.2011 18:28, schrieb Ryan Frantz: Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
