Measuring ticket resolve times with business hours

To keep tabs on our support performance, I use a custom search & RT’s graphing function to calculate average create->resolve time. This, however, is imperfect because it doesn’t take evenings, nights and weekends into account.

Can I somehow measure this more accurately using Business::Hours or the integrated SLA functionality? I have yet to implement SLAs in our RT instance.

Not sure you could do that in TicketSQL and the built in RT graphing of search results. You might need to write a custom script to do the search and then implement the business hours logic and rendering.

Hey,

I wrote an extension that does this. Check out: https://github.com/catalyst-cloud/RT-Extension-ElapsedBusinessHours also on CPAN: https://metacpan.org/release/RT-Extension-ElapsedBusinessTime

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