I had submitted a Crystal Reports report which included some (not all) the information you requested.
The email needed to be approved due to the file size. I think it got lost somewhere :(-----Original Message-----
Sent: Sun Jun 17 20:39:49 2007
Subject: [rt-users] RT reporting tools
Does RT have any “built in” or standalone “reporting tools”? To answer
% Average (both mean and median) time between ticket creation +
someone taking ticket.
% Average time between ticket creation + reply to user (comments don’t count)
% Average time to ticket resolution.
% Average time ticket spends stalled.
% Stats above for a specific queue or support staff member
% Average number of tickets each support staff member handles per day/week
% etc, etc, etc.
Even if people don’t fill out the “time spent” part of the ticket, you
could generate many of the stats above from the MySQL tables. Has
anyone done this?
We’re just a Bunch Of Regular Guys, a collective group that’s trying
to understand and assimilate technology. We feel that resistance to
new ideas and technology is unwise and ultimately futile.
Community help: http://wiki.bestpractical.com
Commercial support: firstname.lastname@example.org
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
This Electronic message contains information from CompuPay which may
be privileged. The information is intended to be for the use of the
addressee only. If you are not the addressee, or the employee or agent
responsible to deliver it to the intended recipient, note that any
disclosure, copy distribution or use of the contents of this message
is prohibited. If you have received this Electronic Message in error,
please promptly notify the sender by return e-mail. For more
information regarding our company please visit www.compupay.com