We DO this! We have over a hundred Queues that are used for Application
support in many, many scientific applications as well as the regular AP, AR,
GL, etc. Each Queue has a manager and they ALL have a variety of Searches
that provide them with such things as Time Estimated, Time Worked (for
tickets as well as projects (parent/Child), as well as charts based on CF
values. They wanted totals on some of these field from those Searches.
What we did was download the search results (we ONLY use the Concise
Spreadsheet extension as our download option - required a change to the html
page) to Excel, then copy the data (only - no headings) from that excel
spreadsheet and paste tha data into an excel template set up just for that
report. Excel templates can be set up to not only automatically format the
data into properly formatted columns, but automatically sort up to 4 fields,
color code different values in specific columns AND automatically execute
Macros (like total Time Worked) on the values in specific columns. VIOLA! A
report with all the data (headings, footers, repeated headings, sorted rows,
etc.) as well as totals on values, etc. the SAME LOOK, the SAME WAY each
time we run the search.
This is exactly what Excel was designed for. After that, it’s just a matter
of learning how to use Excel for our specific needs.
Anyway, that’s just how we do it.
LBNLOn Wed, Mar 2, 2011 at 12:20 PM, Todd Chapman firstname.lastname@example.org wrote:
It is certainly possible to write a scrip that updates custom field
values when other custom fields,or core RT fields change.
It is also possible to have columns that are calculated on the fly as
search results are returned, though it takes a bit more work because
RT does not have callbacks in all the right places to make this
simple, but it is doable.
If however you are looking to do calculations across multiple tickets,
RT’s search interface and search results display are not really
conducive to that type of reporting.
On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst email@example.com wrote:
I have a couple of things I’d like to do with RT and haven’t been able to
find any clear answers how to do it, or if it’s even possible. Can anyone
point me in the right direction? We’d like to do some simple calculations on
values stored in a custom fields and on values from those custom fields in
tickets returned from a saved search.
Some background info: We use a queue in RT 3.8.8 to keep track of
upcoming orders we need to place with a ticket for each order. Those tickets
have custom fields tracking several values including order cost, what we’re
charging for the order, order status, tracking numbers, etc…
I’m pretty sure I can accomplish this first part using scrips on a ticket
update, but would like confirmation. I’d like to have certain values in a
custom field calculated and updated when a different custom field value is
changed. i.e. I update the order total and the field holding what we’re
charging for the order is automatically recalculated and updated as well.
The second part I’m not sure about. I’d like to be able to have RT give
me the result of a calculation of the values in a custom field for the
tickets returned by a saved search (e.g. average value of the cost of orders
from user ‘abc’, sum of the cost of orders where custom field Order_Status =
Shipped, etc.). Is this doable by RT? Is there an extension that does this
that I would need to install?
IT Support Coordinator
College of Arts and Sciences
Case Western Reserve University
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