Jesse, I would add to the time-tracking part. Perhaps a new table or two that contain various time totals (hours for a ticket per CF Org code for a month/year, etc.) so the actual time spent on a ticket per month can be tracked to show monthly/yearly trends/statistics.
Kenn LBNL On 2/14/2008 9:38 AM, Stephen Turner wrote: > At Thursday 2/14/2008 09:52 AM, Jesse Vincent wrote: >> Hi Everybody, >> >> What reporting and statistics do you want to get out of RT? > > - Reporting by requestor metadata (e.g. Organization). QB allows for > filtering, but not for including these fields in the result set. > - Various time-period measurements (e.g. time from ticket creation to > first open; time from creation to resolution etc). > - Escalation tracking, meaning tickets that originate in my queue but > are moved to another. So, questions like: > - How many tickets do we escalate, and to whom? > - How long do tickets remain open after escalation? > - Tracking of time that tickets are actively being worked on and time > that they are 'inactive' (e.g. in a 'stalled' status, or waiting for > a client's response). > > Our reporting strategy is actually to move data nightly into our Data > Warehouse, with a simplified schema that facilitates easier > reporting. We are almost ready for production on this. Some obstacles > remain, though - custom fields are hard, and multiple requestors > muddy the waters. > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com