Re: [rt-users] RT Reporting - We need your wishlists
On 2/14/08, Jesse Vincent [EMAIL PROTECTED] wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? Jesse, Thanks for taking the time to ask. Some of this may fall outside the scope of the work to be performed but this is what our customer support people want most. * The ability to sum numeric columns. * A count of the number of occurrences of each value for a custom field. ( A chart can give you this but a summary for each custom field displayed would be nice. ) * How about making the concise spreadsheet extension the default output for reports? * PDF output would be awesome! * Tools to analyze the efficiency of communication with requestors, such as number of replies, how many times the ticket was re-opened, etc. * Does CF sorting work in the most recent RT? (we are still on 3.6.3) A big request is for better usability of the search building page. Usage of AND/OR and subclauses can be confusing. It seems simple to me but most people can't figure it out without help. It would be really nice if for example, when adding Queue = 'foo' RT would detect if the entry aggregator was AND and Queue = 'bar' was part of the current subclause and automatically create a new subclause. Maybe that wouldn't work but something that detected what the user wanted instead of making an impossible query would be nice. Thanks! -Todd ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
What kind of time frame are we looking at delivery on this? I've been holding off on writing complex reports while I figure out how to create another interface for it. However, if these reports will be available in the next 6 months I can probably convince my boss that my delays are justifiable. Mathew Jesse Vincent wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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 -- Keep up with me and what I'm up to: http://theillien.blogspot.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
Re: [rt-users] RT Reporting - We need your wishlists
Not sure this qualifies as a wishlist, but more Munin plugins like this would be useful: http://stats.koumbit.net/koumbit.net/lethe.koumbit.net.html#Rt The source for those is available in: https://lethe.koumbit.net/svn/koumbit/trunk/munin-plugins/ -- Rock journalism is people who can't write interviewing people who can't talk for people who can't read. - Frank Zappa signature.asc Description: Digital signature ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
On Feb 19, 2008, at 1:28 PM, Mathew Snyder wrote: What kind of time frame are we looking at delivery on this? I've been holding off on writing complex reports while I figure out how to create another interface for it. However, if these reports will be available in the next 6 months I can probably convince my boss that my delays are justifiable. We don't generally promise release dates other than to customers sponsoring specific pieces of work. ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
Samuel P. Howard wrote: Hi Jesse! I've seen a lot of really great ideas come from this request so far, so hopefully I can ask for something good, too. :) Following on a request from a previous e-mail, we could really use the ability to report on tickets and get a breakdown in Time Worked per RT user/technician. Since a lot of our techs are contractors, we need to find a way to track their time as they've entered it in RT ... no entry, no money ... helps with keeping RT updated! In a lot of cases, however, a single tech may not work the entire ticket, so that's why we need the breakdown for each tech for each ticket (say in resolved status). Currently, we use a custom field to indicate if the ticket has been billed out yet (Customer Billed?), but that just gives us the overall Time Worked. We still have to dredge through each ticket to look for multiple tech's time. It's painful now, but will be *much* worse as we continue to grow. I made a report, using Ireport, which does this kind of thing. It counts all TimeWorked across queues and across users which we run each first of the month to get an idea how much work has been on clients and by whom. Joop ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
Hi, I'm a recent user/admin of rt, which was already setup in my new company, so I don't know much about the historical of RT. What I'm wishing, I don't even know if it's technically feasible, is that when you reply to a ticket, the email that it sends is interpreted as a reply, so that my mail reader can sort them with hierarchy (I hope I'm clear...). If you think it's a bad idea, could you please explain me why (I can also accept if you say not important enough to spend time on this...) Thanks for your efforts. Nicolas On Thu, 14 Feb 2008 09:52:52 -0500 Jesse Vincent [EMAIL PROTECTED] wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
On Thu, Feb 14, 2008 at 09:52:52AM -0500, Jesse Vincent wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? here is a list of things we made here (some already exists with current Reports module in 3.6.x): (many charts use our 'Customer' customfield value for grouping) - Count of open tickets for the current month grouped by CF customer - Count of open tickets for the current month for a named value of CF customer, grouped by CreatedDaily - Count of Tickets unresolved since at least 1 month grouped by CF customer - Count of Tickets unresolved since at least 1 month for a named value of CF customer, grouped by CreatedDaily - Count of Tickets unresolved since at least 1 week grouped by CF customer - Count of Tickets unresolved since at least 1 week for a named value of CF customer, grouped by CreatedDaily - Count of Tickets, grouped by CF responsability - TimeWorked sum for current month tickets, grouped by CF customer Charts wanted which we didn't did (need to much work): - Average time to resolve tickets grouped by CF customer - Ticket count grouped by Priority and CF responsability Mostly, the current lack on Reports module is to easily charts times (some like TimeWorked can be done by Modifying Search/Chart and Search/Elements/Chart (tip: s/COUNT/SUM/ ;)), but creating reports with a difference between for example OpenDate and ResolveDate seems more difficult). It would be nice also to have a link for downloading the generated datas as csv on the Chart page. Hope this can help making a powerfull RT reporting tool :)). ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
On Thu, Feb 14, 2008 at 09:52:52AM -0500, Jesse Vincent wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Here are typical reports that we use here at Rice: Case Load Trending. -Year to year trending view, by month of tickets logged. Each month's total consists of tickets closed during that month and currently open tickets. These are gathered on a per queue basis, then summed to provide a departmental overview. Response Time. -Response to new tickets is tracked. Time is calculated by subtracting the Started field from the Business Time Start field. Responses to Urgent tickets are also tracked as a subset. Tickets with the word Urgent in the subject line are sorted into this subset. Problem Resolution Time. -Pie chart breakdown of resolution times. Current segmentation is same day, 1-3 days, 3 - 7 days, Greater than a week. These buckets are arbitrary and should be user selectable. Resolution Time - Median -The median resolution time for issues are tracked by queue on a monthly basis. Used for trend analysis . Category Breakdown - Pie Chart to show the distribution of the type of issues being reported/resolved. This is a compilation of the information entered in the custom Resolution Category field. The report should allow the user to select time windows. The ability to show trends (year to year shifts) would also be great. Regards, Ken ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
Jesse, A couple thoughts. If a report module was just that, a completely independent set of code and DB Tables, then historical milestones of data (like monthly, yearly, etc.) could be stored, creating a tremendous foundation for many types of reports. As a self-contained module, it would also be easy to add to older versions (other than setting up a callback). It would also be nice to have a better way to print charts than to take a screen shot and save it on Word. Kenn LBNL On 2/14/2008 6:52 AM, Jesse Vincent wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
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 (IST) ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
On Thu, 2008-02-14 at 09:52 -0500, Jesse Vincent wrote:
I have an RT hacker working on a new, expanded reporting tool for
RT.
While I can't promise that we'll implement _every_ report you want,
we
could really use your wishlists.
What reporting and statistics do you want to get out of RT?
Hallelujah and glory be, thank you thank you thank you!
Jesse, that's the best (work-related) Valentine's day email I've ever
gotten. :-)
RT as it stands is an absolute lifesaver at the tactical, day-to-day
level, but management is constantly on my case (and I understand why)
for reports to inform more strategic decisionmaking. I've actually been
trying to figure out what I could do along these lines if I had time,
and also what I might be able to convince my company to pay Best
Practical to implement.
Here's an abbreviated wishlist:
A. Per-ticket cumulative time spent in one or more of an
arbitrarily-selected list of states ('Status' field) broken down
by selected tickets, Requestors, Queues, Owners, etc
B. Same as (A) but in 'business time'
C. Similar to (A) and (B) but indicating averages by ticket owner
D. number of times a ticket was resolved/reopened
E. lowest/average/highest amount of time between email from
customer and response back to customer, broken down by ticket,
Requestor, Owner, or some combination thereof
F. Daily/weekly/monthly/quarterly/yearly statistics:
* # of tickets opened
* # of tickets resolved
* average times spent in various states (cf. (A) and (B)
above)
* # of tickets 'currently' in each state as of report
end-date cutoff
(all of these bullet items should of course be
filterable by any/multiple/all of: Owner, Requestor,
Queue, Custom Fields, AdminCc, etc.
G. Trending (including comparison between arbitrary time periods,
e.g. quarter on quarter or month on month as well as just e.g.
this month vs. last month)
H. number of touches per ticket
* # of Requestor emails
* # of Comments
* # of Corresponds
* # of people involved in ticket
* Requestors
* AdminCcs
* Ccs
I realize I've probably cluttered this up by putting some filtering
criteria into the bullet points, but really I think you'd want to be
able to filter any reports based on some or all of the following
criteria:
Owner, Requestor, AdminCcs, Queue, various Custom Fields, time worked,
creation date, open date, resolved date, reopen date, time of day, day
of week, week of month, week of quarter, month of year, etc.
Also, auditability and constraint by time period: if I run a report
today that shows statistics (or activity or whatever) for the past week,
in six months I'll need to be able to run a report starting with the
same criteria but specifying begin- and end-dates for this week, and
those two reports should show exactly the same results.
More thoughts as they occur,
Ole
--
/Ole Craig
Security Engineer
Team lead, customer support
[EMAIL PROTECTED]
303-381-3802 main support line
303-381-3824 my voicemail
303-381-3880 fax
www.stillsecure.com
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Re: [rt-users] RT Reporting - We need your wishlists
Hi Jesse! I've seen a lot of really great ideas come from this request so far, so hopefully I can ask for something good, too. :) Following on a request from a previous e-mail, we could really use the ability to report on tickets and get a breakdown in Time Worked per RT user/technician. Since a lot of our techs are contractors, we need to find a way to track their time as they've entered it in RT ... no entry, no money ... helps with keeping RT updated! In a lot of cases, however, a single tech may not work the entire ticket, so that's why we need the breakdown for each tech for each ticket (say in resolved status). Currently, we use a custom field to indicate if the ticket has been billed out yet (Customer Billed?), but that just gives us the overall Time Worked. We still have to dredge through each ticket to look for multiple tech's time. It's painful now, but will be *much* worse as we continue to grow. If anyone knows a way to do it with the existing tools, I'm all ears, BTW!!! Thanks for giving us such an awesome product ... I've been an RT advocate since RT v2.x. If my perl didn't suck so much, I'd love to be a contributor, but I don't think you want my perl ... :) Thanks, Sam Jesse Vincent wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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
[rt-users] RT Reporting - We need your wishlists
Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
Problem Trending :-) I understand the difficulties of implementing this, not least that problem categories vary in definition from company to company, but basically: A report based on a custom fields in a ticket, where the organisation creates a custom field for problem categories and then draws a bar chart report on all tickets based on the problem type field. Regards, T. On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent [EMAIL PROTECTED] wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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 -- There is no Spoon. ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
Afaiu it's in RT already :) Tickets - build search with defined queue condition - show results - chart grouped by custom field xxx - go On Thu, Feb 14, 2008 at 6:10 PM, Traiano Welcome [EMAIL PROTECTED] wrote: Problem Trending :-) I understand the difficulties of implementing this, not least that problem categories vary in definition from company to company, but basically: A report based on a custom fields in a ticket, where the organisation creates a custom field for problem categories and then draws a bar chart report on all tickets based on the problem type field. Regards, T. On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent [EMAIL PROTECTED] wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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 -- There is no Spoon. ___ 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 -- Best regards, Ruslan. ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
Oooo! Cool, thanks! :-) T. On Thu, Feb 14, 2008 at 5:23 PM, Ruslan Zakirov [EMAIL PROTECTED] wrote: Afaiu it's in RT already :) Tickets - build search with defined queue condition - show results - chart grouped by custom field xxx - go On Thu, Feb 14, 2008 at 6:10 PM, Traiano Welcome [EMAIL PROTECTED] wrote: Problem Trending :-) I understand the difficulties of implementing this, not least that problem categories vary in definition from company to company, but basically: A report based on a custom fields in a ticket, where the organisation creates a custom field for problem categories and then draws a bar chart report on all tickets based on the problem type field. Regards, T. On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent [EMAIL PROTECTED] wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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 -- There is no Spoon. ___ 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 -- Best regards, Ruslan. -- There is no Spoon. ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
Ability to generate reports on tickets history. For instance: 1- How much time a staff member worked on all tickets in the last month. 2- All open tickets which were replied from Jan to Mar. 3- All open tickets with specific custom field that was changed from Sep to Dec. 4- Who was the owner of Ticket X on date Y. On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent [EMAIL PROTECTED] wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
Jesse Vincent wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? This is what I was asked for here (verbatim) and I responded with some cronned scripts: 1) Number of Tickets per week (Traffic) 2) Number of Untaken tickets older than 1working day (Responsiveness) 3) Number of unresolved Tickets older than 5 working days (Effectiveness) -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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
Re: [rt-users] RT Reporting - We need your wishlists
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 (IST) ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
Historical looking reports: -Status History per ticket (Default new-open-stalled-resolved) -Geneology (show the status history of a ticket along with it's nested children grand children or other dependancy tickets (great for tracking approvals!)) -A report that spits out the history of a ticket (in printable format!)...for the auditors contractors who aren't users of the system -Time worked per ticket owner (if a ticket gets passed around I want to see the accumulated time worked broken down) Steve This email is confidential. Any unauthorized use or disclosure is strictly prohibited. ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
From our Helpdesk: To be able to report on the custom fields and their breakdowns. For example we have: Help Requests - email related - telecomm - printers Work Orders - email related - telecomm - new hires I would like a report that displays the total of each category and subcategory with options such as date range and groups/individuals. For example: Date: Begin - End Group: Helpdesk Tech: ALL Type of Request CategoryOpened Closed Total *** ** ** * Help Requests email related5 2 7 telecomm 2 6 8 printers 3 7 10 Total Help Requests 10 15 25 Work Orders email related4 7 11 telecomm 8 1 9 new hires6 2 8 Total Work Orders 18 10 28 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jesse Vincent Sent: Thursday, February 14, 2008 9:53 AM To: Users rt-Users Subject: [rt-users] RT Reporting - We need your wishlists Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
I like that one a lot. That would be great report for me to use here at work. Greg Evans _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Traiano Welcome Sent: Thursday, February 14, 2008 7:10 AM To: Jesse Vincent Cc: Users rt-Users Subject: Re: [rt-users] RT Reporting - We need your wishlists Problem Trending :-) I understand the difficulties of implementing this, not least that problem categories vary in definition from company to company, but basically: A report based on a custom fields in a ticket, where the organisation creates a custom field for problem categories and then draws a bar chart report on all tickets based on the problem type field. Regards, T. On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent [EMAIL PROTECTED] wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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://rtbook.bestpractical.com/ -- There is no Spoon. ___ 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
