Reporting

I¹m setting up our first RTIR instance, migrating from a very old version of
RT. What are the options for creating additional reports, other than the
one report by constituency.

Rick Whitmore CISSP GCWN GCIH GCIA
Sr. IT Security Analyst
IT Security Office
The University of Kansas
rwhitmore@ku.edu

smime.p7s (6.74 KB)

We’re using dashboards for this.

These docs are for RT 4.2, so (I think) talk some about features which don’t exist yet on 4.0, but much of the broad outline is correct.

http://bestpractical.com/docs/rt/4.2/dashboards.html

  • KevinOn Aug 29, 2014, at 11:23 , Whitmore, Richard A. wrote:

I’m setting up our first RTIR instance, migrating from a very old version of RT. What are the options for creating additional reports, other than the one report by constituency.

Rick Whitmore CISSP GCWN GCIH GCIA
Sr. IT Security Analyst
IT Security Office
The University of Kansas
rwhitmore@ku.edu
<smime.p7s>–
RT Training - Boston, September 9-10
Training — Best Practical Solutions

smime.p7s (4.35 KB)

I’m setting up our first RTIR instance, migrating from a very old version of
RT. What are the options for creating additional reports, other than the one
report by constituency.

As referenced in a previous response, use any of the normal RT
searches available under Tickets to build reports. I’ve spent some
time in RTIR’s master branch ensuring that access to the improved charting
for 4.2 is also available in RTIR, which has not been straightforward
at all.

My hope is to deprecate the built in report in a future RTIR release.

-kevin

What reporting features have people added to rt?
I saw from the list archives that the following two people had created
some
rough reporting of some sort:

allbery@ece.cmu.edu and Kent.Longballa@Onvoy.com>

What sort of things were reported?


The reporting features I'm looking for are for each helpdesk

staffmember what are the number of hours, calls closed, number of
actions, open calls calls transferred. This must be reported for a
setable period of time.

Does anyone have any ideas how I might do this in rt?

What reporting features have people added to rt?

I do know that there are at least one alarm scripts for RT1 which sends
out mail when the due date is closing in, and/or if things has been lying
open or stalled for a too long time.

The other kind of reporting facilities that are needed are statistical
ones. I’m not sure what exists. A lot of things can actually be pulled
out directly from the database through SQL.

The reporting features I’m looking for are for each helpdesk
staffmember what are the number of hours, calls closed, number of
actions, open calls calls transferred. This must be reported for a
setable period of time.

Does anyone have any ideas how I might do this in rt?

You might want to look at the transactions table in the database, I guess
most of the statistics above might be pulled out through sql.

“The trouble with the world is that the stupid are
cocksure and the intelligent are full of doubt.”

  • Bertrand Russell