I’m looking to baseline the performance of my team against the number of
tickets they have resolved in RT over a given time. To do this I export the
month’s tickets from RT into Excel (queue, status=resolved and last updated
I then use Excel to do a countif to produce my figures.
The problem is, I could really do with using a “resolved by” calculation,
rather then last updated by, as last updated by is not always the person
who initially resolved the ticket.
Any thoughts please?