Ave time to resolve is off by 1 day

RT Users
1

Hi,

We have just started implementing RT3 and downloaded the Statistics reporting from the Contrib directory.

All seems to work great except the Average Time to Resolve seems to be off by one day.

For example, if I get in a ticket today and I resolve that ticket on the same day. When I check Statistics and look at the Average Time to Resolve, I’ll see it posted yesterday. All the other statistics seem to work fine.

Has anyone seen this before and is there anything I can do to correct this problem?

Thanks,

Bruce

This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.

2

I’ve noticed this too.

After days and days of stats its easy to get buried, but the fact can be seen if
you create a new queue, resolve some test tickets, then print the stats and see
what you get. The stats magically appear tomorrow, but not today as one might
have expected.

By design?

Hi,

We have just started implementing RT3 and downloaded the Statistics reporting from the Contrib directory.

All seems to work great except the Average Time to Resolve seems to be off by one day.

For example, if I get in a ticket today and I resolve that ticket on the same day. When I check Statistics and look at the Average Time to Resolve, I’ll see it posted yesterday. All the other statistics seem to work fine.

Has anyone seen this before and is there anything I can do to correct this problem?

Thanks,

Bruce

This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.

3

I’m hoping that wasn’t done by design but a simple mistake.

If anyone has any suggestions on how I can fix this problem, please let me know. All other stats display correctly.

Thanks,
Bruce

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Thursday, March 25, 2004 8:29 AM
To: Kogami, Bruce
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ave time to resolve is off by 1 day

I’ve noticed this too.

After days and days of stats its easy to get buried, but the fact can be
seen if
you create a new queue, resolve some test tickets, then print the stats
and see
what you get. The stats magically appear tomorrow, but not today as one
might
have expected.

By design?

±------------------------

Hi,

We have just started implementing RT3 and downloaded the Statistics
reporting from the Contrib directory.

All seems to work great except the Average Time to Resolve seems to be
off by one day.

For example, if I get in a ticket today and I resolve that ticket on the
same day. When I check Statistics and look at the Average Time to Resolve,
I’ll see it posted yesterday. All the other statistics seem to work fine.

Has anyone seen this before and is there anything I can do to correct
this problem?

Thanks,

Bruce

This E-mail is confidential. It should not be read, copied, disclosed
or used by any person other than the intended recipient. Unauthorized
use, disclosure or copying by whatever medium is strictly prohibited and
may be unlawful. If you have received this E-mail in error, please
contact the sender immediately and delete the E-mail from your system.

This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.

4

I’m hoping that wasn’t done by design but a simple mistake.

If anyone has any suggestions on how I can fix this problem, please let
me know. All other stats display correctly.

You’re not using the latest Statistics package.

Get it from:
ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz

Paulo Matos

|Sys & Net Admin | Servi�o de Inform�tica |
|Faculdade de Ci�ncias e Tecnologia | Tel: +351-21-2948596 |
|Universidade Nova de Lisboa | Fax: +351-21-2948548 |
|P-2829-516 Caparica | e-Mail: pjsm@fct.unl.pt |

5

Thanks for the info.

I’ll try it out.

Bruce

-----Original Message-----
From: Paulo Matos [mailto:pjsm@fct.unl.pt]
Sent: Friday, March 26, 2004 2:26 AM
To: Kogami, Bruce
Cc: David M Dennis; KellyF.Hickel; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Ave time to resolve is off by 1 day

I’m hoping that wasn’t done by design but a simple mistake.

If anyone has any suggestions on how I can fix this problem, please let
me know. All other stats display correctly.

You’re not using the latest Statistics package.

Get it from:
ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz

–
Paulo Matos

|Sys & Net Admin | Serviço de Informática |
|Faculdade de Ciências e Tecnologia | Tel: +351-21-2948596 |
|Universidade Nova de Lisboa | Fax: +351-21-2948548 |
|P-2829-516 Caparica | e-Mail: pjsm@fct.unl.pt |

This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.

6

I downloaded the latest Statistics from ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz and got the same results. When I create a new ticket today (March 30) and select “Average Time to Resolution”, the March 29 row will increase by one and no change will be on March 30. If I resolve the ticket on March 30, March 29 row will show the change and no change will be on March 30.

I know David Dennis has seen this. Has anyone else?

I still have a feeling this might have been done by design but I just don’t see the connection with creating and resolving a ticket on one day and have the “Average Time to Resolution” statistics change on a different day. All other statistics seem to update correctly.

If anyone has any thoughts on this, let me know.

Thanks,
Bruce

-----Original Message-----
From: Kogami, Bruce
Sent: Monday, March 29, 2004 4:58 PM
To: Paulo Matos; Kogami, Bruce
Cc: David M Dennis; KellyF.Hickel; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Ave time to resolve is off by 1 day

Thanks for the info.

I’ll try it out.

Bruce

-----Original Message-----
From: Paulo Matos [mailto:pjsm@fct.unl.pt]
Sent: Friday, March 26, 2004 2:26 AM
To: Kogami, Bruce
Cc: David M Dennis; KellyF.Hickel; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Ave time to resolve is off by 1 day

I’m hoping that wasn’t done by design but a simple mistake.

If anyone has any suggestions on how I can fix this problem, please
let
me know. All other stats display correctly.

You’re not using the latest Statistics package.

Get it from:
ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz

–
Paulo Matos

|Sys & Net Admin | Serviço de Informática |
|Faculdade de Ciências e Tecnologia | Tel: +351-21-2948596 |
|Universidade Nova de Lisboa | Fax: +351-21-2948548 |
|P-2829-516 Caparica | e-Mail: pjsm@fct.unl.pt |

This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.

7

Email from Dave Dennis. He thought I was the maintainer of Statistics3. I’m just another user with the same problem. Here it is for all of us.

Bruce

-----Original Message-----
From: Dave Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 30, 2004 7:53 AM
To: Kogami, Bruce
Subject: RE: [rt-users] Ave time to resolve is off by 1 day

Bruce,

This effect (statistice being a day behind) is observable in my queues.

Example:

i resolved 9 tickets yesterday (monday) but graph “Requests per Day” (the
top
one) from package Statistics3-0_1_3 shows the tickets as having been
resolved on
Friday. In Monday the red and green lines nosedive to 0.

Would a screen shot be of any use to you? The effect is also noticable in
other
graphs. Currently, my Avg. Time to Resolve is showing N/A for Monday, and
we
resolved 9 tickets yesterday. However it also shows 0 resolved for
Friday.
Something else might be wrong here, it seems to cut off at 3/25 even
though the
queues have data in them up to yesterday.

Let me know if testing would be of use, or if sample mysql queries would
be of
value, etc.

Kind regards,

±------------------------

Thanks for the info.

I’ll try it out.

Bruce

-----Original Message-----
From: Paulo Matos [mailto:pjsm@fct.unl.pt]
Sent: Friday, March 26, 2004 2:26 AM
To: Kogami, Bruce
Cc: David M Dennis; KellyF.Hickel; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Ave time to resolve is off by 1 day

I’m hoping that wasn’t done by design but a simple mistake.

If anyone has any suggestions on how I can fix this problem, please
let
me know. All other stats display correctly.

You’re not using the latest Statistics package.

Get it from:
ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz

–
Paulo Matos

|Sys & Net Admin | Serviço de Informática
|
|Faculdade de Ciências e Tecnologia | Tel: +351-21-2948596
|
|Universidade Nova de Lisboa | Fax: +351-21-2948548
|
|P-2829-516 Caparica | e-Mail: pjsm@fct.unl.pt
|

This E-mail is confidential. It should not be read, copied, disclosed
or used by any person other than the intended recipient. Unauthorized
use, disclosure or copying by whatever medium is strictly prohibited and
may be unlawful. If you have received this E-mail in error, please
contact the sender immediately and delete the E-mail from your system.

This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.

8

Bruce,
I didn’t design this, so I don’t know for certain. I know that I did have some issues with timezones, and had to put a conversion function in Statistics.pm, you might look there, possibly add some debugging information. The problem had to do with figuring out which tickets belonged to “today”…

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com