RT reporting - Mean time to resolution


#1

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Are there any “canned” reports that exist for RT besides whats in the
"tools" section? Im looking for some high quality reporting - our
support Mgr asked me if this had a “mean time to resolution” report…
and a “mean time to resolution by priority”

I know that I can go into the database and run sql queries, i just
wanted to know if there were some predefined queries, or reporting
addons anywhere?

Thanks


Eric Tamme

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#2

Eric,

We just use the RT Search tool and create our own adhoc reports by 

dropping the results to an excel spread and then play with that. Nothing
on a scheduled basis. I think RT 4.0 is supposed to have a complete
reporting module, but that is a way off. Sorry I can be of more help.

Kenn
LBNLOn 7/3/2008 8:50 AM, Eric Tamme wrote:

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Hash: SHA1

Are there any “canned” reports that exist for RT besides whats in the
"tools" section? Im looking for some high quality reporting - our
support Mgr asked me if this had a “mean time to resolution” report…
and a “mean time to resolution by priority”

I know that I can go into the database and run sql queries, i just
wanted to know if there were some predefined queries, or reporting
addons anywhere?

Thanks


Eric Tamme

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j43HgV9/jtCpUD8vwU2iRBQ=
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#3

Eric Tamme wrote:

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Hash: SHA1

Are there any “canned” reports that exist for RT besides whats in the
"tools" section? Im looking for some high quality reporting - our
support Mgr asked me if this had a “mean time to resolution” report…
and a “mean time to resolution by priority”

I know that I can go into the database and run sql queries, i just
wanted to know if there were some predefined queries, or reporting
addons anywhere?

Thanks


Eric Tamme

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I built a really ugly script that accepts query string from a browser
and prints out average time for resolution and open.

It is a total hackjob, but your welcome to mess with it. Edit the file
and take a look at the comments. You will need to change the username
and password to connect to your rt database.

You install the script by putting it in your cgi-bin directory and
calling:
http:///cgi-bin/OpenResolveReport.pl?datefrom=2008-07-01&dateto=2008-07-07

You can change the datefrom and dateto variables above to fit your needs.

Also, I DID NOT SANITIZE THE SQL INPUT, SO THIS IS A HUGE SECURITY RISK,
AT THE VERY LEAST, USE A USER ACCOUNT THAT ONLY HAS SELECT PERMISSIONS.

OpenResolveReport.pl (5.07 KB)