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-----
From: rt-users-bounces@lists.bestpractical.com
To: rt-users@bestpractical.com
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
questions like:
% 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?
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