Best practices - reporting

RT Users
1

I’m just curious what tools folks use to generate reports from RT. For
example, I just want to put together a simple dashboard that a chart of
number of tickets opened month-over-month, top ten “departments” (custom
field) with the most number of tickets, and perhaps some graphing
capabilities. I’m sure I could write a set of custom queries within RT
to answer each question and then export that to Excel, but pulling it
together into a dashboard would still be a manual effort.

Any recommended reporting tools that integrate nicely with RT?

Thanks,
Michael

2

Well, there is the reporting tool built into RT. I don’t know about older
versions but the 3.6 branch has plenty of options. Just not a simple means of
building new reports. These can be graphed and exported as needed. I’ve found
that the options provided, while extensive, aren’t very useful.

Here at work we were tossing around the idea of using Crystal Reports. But,
since there is no Perl API for this application, it would be difficult to use
within RT and my Perl skills prevent me from creating this API.

There was, for older versions, an add-on called RT-Statistics but it appears to
have been ignored by its creator for quite some time and no one else has taken
up the task of updating it. Again, my Perl skills prevent me from doing this.
I have, though, discovered that it is incompatible with the 3.6 branch.

Michael.J.West@wellsfargo.com wrote:

3

I have created a dashboard that gets updated hourly that shows
Open tickets by queue, severity and other custom fields that Management was
interested in. It is done via Perl and produces HTML output. It is less of
a report and more of a semi-live dashboard where anyone can see the current
state, without performing their own queries.

The RT stats module is still out there and it does provide nice graphs. I
installed it only a month ago.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mathew Snyder
Sent: Saturday, January 13, 2007 12:07 AM
To: Michael.J.West@wellsfargo.com
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Best practices - reporting

Well, there is the reporting tool built into RT. I don’t know about older
versions but the 3.6 branch has plenty of options. Just not a simple means
of
building new reports. These can be graphed and exported as needed. I’ve
found
that the options provided, while extensive, aren’t very useful.

Here at work we were tossing around the idea of using Crystal Reports. But,
since there is no Perl API for this application, it would be difficult to
use
within RT and my Perl skills prevent me from creating this API.

There was, for older versions, an add-on called RT-Statistics but it appears
to
have been ignored by its creator for quite some time and no one else has
taken
up the task of updating it. Again, my Perl skills prevent me from doing
this.
I have, though, discovered that it is incompatible with the 3.6 branch.

Michael.J.West@wellsfargo.com wrote:

I’m just curious what tools folks use to generate reports from RT. For
example, I just want to put together a simple dashboard that a chart of
number of tickets opened month-over-month, top ten “departments” (custom
field) with the most number of tickets, and perhaps some graphing
capabilities. I’m sure I could write a set of custom queries within RT
to answer each question and then export that to Excel, but pulling it
together into a dashboard would still be a manual effort.

Any recommended reporting tools that integrate nicely with RT?

Thanks,
Michael
wellsfargo.com

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