----- 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