New precise statistics script

Hi all,

I’ll begin working on a new script this week-end to send precise global
statisics.

Example:

Productivity Report by resolve time for last 30 days:

  1. Joe resolved 134 tickets. Average resolve time was 13 hours
  2. Bobby resolved 150 tickets. Average resolve time was 1 days and 12 hours.

Global system report:
You received 100 tickets in last 30 days
95% (95) of theses tickets were resolved, 2% (2) were set to dead, 1% (1)
are still open, 2% (2) are open
Average resolve time was 1 day and 2 hours.

End of example

What i would like before writing it, is recommendations of what should be
included in this report and possible options to generate the report (per
week, per mont etc…)

Regards,
Steve Poirier
Project manager
Inet-Technologies inc.

Hi all,

I’ll begin working on a new script this week-end to send precise global
statisics.

What i would like before writing it, is recommendations of what should be
included in this report and possible options to generate the report (per
week, per mont etc…)

I need something like this. Actually, what I’d love to see is
a web-based reporting interface that’s configurable in much the same way that
the search interface is. I need the aggregate fields to be adjustable.

“show me averages by person for how long tickets take to solve”

“show me averages by queue for how long tickets take to solve”

“show me totals about how many tickets each person has solved
in each queue, so I can see who handles most of the desktop
support problems.”

“show me a series over time about how our average resolution time
for this queue is changing.”

Perhaps I’d split the query-building into a separate functional
block than the actual report writing, so I could have pluggable
front ends for reporting— web or email being the obvious ones.
But that’s just my pipe dream.

srl
Shane Landrum (srl AT boston DOT com) Software Engineer, boston.com

I think this would be a really usefull function, and one that I could
definately use. I have access to some resources in terms of programming
staff (although unfortunately even though this is an incredibly usefull
project, it would be lowish on the priority scale) , and if you do any sort
of modular design, I would be willing to allocate some time to coding
modules if you wanted to share some of the work around.

Just an offer…

-DanFrom: “Shane Landrum” srl@mail.boston.com
To: “Steve Poirier” steve@inet-technologies.com
Cc: rt-users@lists.fsck.com
Sent: Saturday, August 11, 2001 2:12 AM
Subject: Re: [rt-users] New precise statistics script

Hi all,

I’ll begin working on a new script this week-end to send precise global
statisics.

What i would like before writing it, is recommendations of what should
be

included in this report and possible options to generate the report (per
week, per mont etc…)

I need something like this. Actually, what I’d love to see is
a web-based reporting interface that’s configurable in much the same way
that
the search interface is. I need the aggregate fields to be adjustable.

“show me averages by person for how long tickets take to solve”

“show me averages by queue for how long tickets take to solve”

“show me totals about how many tickets each person has solved
in each queue, so I can see who handles most of the desktop
support problems.”

“show me a series over time about how our average resolution time
for this queue is changing.”

Perhaps I’d split the query-building into a separate functional
block than the actual report writing, so I could have pluggable
front ends for reporting— web or email being the obvious ones.
But that’s just my pipe dream.

srl

Shane Landrum (srl AT boston DOT com) Software Engineer, boston.com


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

I agree that this would be highly useful and would also be willing to do some
module coding. Looking at the task, it seems to be fairly divisible, although I
haven’t put too much thought into it.

Dave

Dan McLean wrote:

This is just what RT needs !! :wink: … if you noticed my mail to the list
a couple of weeks ago, we are just in the process of implimenting RT2
and this kind of analysis is exactly what management want (oh they love
their little stats and graphs :wink: ) …

what would also be good is a breakdown of per queue and per user on a
per month/week/day etc.

Simon.