Getting 'time worked' for one user and one time period

Hi all,

Hoping someone else has done this already I can crib from…

Our team uses RT for trouble tickets, and record how much time they
spend on each update. They also pass tickets among themselves. I run a
very basic report of tickets modified that week in that queue, and,
downloading the spreadsheet, calculate the time worked field for each
owner. This has a number of problems, the most pertinent of which is
that it seems to show all the time worked, and hence that users may
’benefit’ from work on the ticket by others but its applied to just
their userid, and there is no way to extract just the time worked in
that week.

Has anyone done this in a more elegant, accurate way? I’m happy to
write some code to do this, but was wondering if RT stores the data for
time in a (say) array for each ticket, or just an incremented counter,
which would mean I could never separate the ticket out between the
multiple contributors, or times contributed… Some advice would be
appreciated!

Cheers

John

John Constable

Group IT Manager

ip.access Ltd

DDI: +44 1954 713723

Don’t forget IT On call No: +44 1954 717909

Please raise all IT issues via ITS@ipaccess.com

This message contains confidential information and may be privileged. If you are not the intended recipient, please notify the sender and delete the message immediately.

ip.access Ltd, registration number 3400157, Building 2020,
Cambourne Business Park, Cambourne, Cambridge CB23 6DW, United Kingdom

Maybe you can use this report?
http://wiki.bestpractical.com/view/TimeWorked

/JohanFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of John Constable
Sent: den 11 oktober 2010 12:56
To: rt-users@lists.bestpractical.com
Subject: [rt-users] getting ‘time worked’ for one user and one time period

Hi all,

Hoping someone else has done this already I can crib from…

Our team uses RT for trouble tickets, and record how much time they spend on each update. They also pass tickets among themselves. I run a very basic report of tickets modified that week in that queue, and, downloading the spreadsheet, calculate the time worked field for each owner. This has a number of problems, the most pertinent of which is that it seems to show all the time worked, and hence that users may ‘benefit’ from work on the ticket by others but its applied to just their userid, and there is no way to extract just the time worked in that week.

Has anyone done this in a more elegant, accurate way? I’m happy to write some code to do this, but was wondering if RT stores the data for time in a (say) array for each ticket, or just an incremented counter, which would mean I could never separate the ticket out between the multiple contributors, or times contributed… Some advice would be appreciated!

Cheers

John
John Constable
Group IT Manager
ip.access Ltd
DDI: +44 1954 713723
Don’t forget IT On call No: +44 1954 717909
Please raise all IT issues via ITS@ipaccess.commailto:ITS@ipaccess.com

This message contains confidential information and may be privileged. If you are not the intended recipient, please notify the sender and delete the message immediately.

ip.access ltd, registration number 3400157, Building 2020,
Cambourne Business Park, Cambourne, Cambridge CB23 6DW, United Kingdom