The ability to create customized reports. Perhaps by selecting the
fields we want, the criteria to match against, type of graph, etc.
Having a large set of predefined reports is great and will be highly
appreciated on our end but sometimes you want a one-off or something
that isn’t provided.
Also, the ability to cronify these reports and have them run
automatically and be emailed to someone.
Amen to both of those. Also (especially for emailed reports) it
would be Really Nice™ to have the option for PDF output.
/Ole Craig
Security Engineer
Team lead, customer support
ocraig@stillsecure.com
303-381-3802 main support line
303-381-3824 my voicemail
303-381-3880 fax
I’ve seen a lot of really great ideas come from this request so far, so
hopefully I can ask for something good, too.
Following on a request from a previous e-mail, we could really use the
ability to report on tickets and get a breakdown in “Time Worked” per RT
user/technician.
Since a lot of our techs are contractors, we need to find a way to track
their time as they’ve entered it in RT … no entry, no money … helps
with keeping RT updated! In a lot of cases, however, a single tech may
not work the entire ticket, so that’s why we need the breakdown for each
tech for each ticket (say in “resolved” status).
Currently, we use a custom field to indicate if the ticket has been
billed out yet (“Customer Billed?”), but that just gives us the overall
Time Worked. We still have to dredge through each ticket to look for
multiple tech’s time.
It’s painful now, but will be much worse as we continue to grow.
I made a report, using Ireport, which does this kind of thing. It
counts all TimeWorked across queues and across users which we run each
first of the month to get an idea how much work has been on clients and
by whom.
I have an RT hacker working on a new, expanded reporting tool for RT.
While I can’t promise that we’ll implement every report you want, we
could really use your wishlists.
What reporting and statistics do you want to get out of RT?
Jesse,
Thanks for taking the time to ask. Some of this may fall outside the
scope of the work to be performed but this is what our customer
support people want most.
The ability to sum numeric columns.
A count of the number of occurrences of each value for a custom
field. ( A chart can give you this but a summary for each custom field
displayed would be nice. )
How about making the concise spreadsheet extension the default
output for reports?
PDF output would be awesome!
Tools to analyze the efficiency of communication with requestors,
such as number of replies, how many times the ticket was re-opened,
etc.
Does CF sorting work in the most recent RT? (we are still on 3.6.3)
A big request is for better usability of the search building page.
Usage of AND/OR and subclauses can be confusing. It seems simple to me
but most people can’t figure it out without help. It would be really
nice if for example, when adding “Queue = ‘foo’” RT would detect if
the entry aggregator was “AND” and “Queue = ‘bar’” was part of the
current subclause and automatically create a new subclause. Maybe that
wouldn’t work but something that detected what the user wanted instead
of making an impossible query would be nice.
What kind of time frame are we looking at delivery on this? I’ve been holding
off on writing complex reports while I figure out how to create another
interface for it. However, if these reports will be available in the next 6
months I can probably convince my boss that my delays are justifiable.
Mathew
Jesse Vincent wrote:
Hi Everybody,
I have an RT hacker working on a new, expanded reporting tool for RT.
While I can’t promise that we’ll implement every report you want, we
could really use your wishlists.
What reporting and statistics do you want to get out of RT?
What kind of time frame are we looking at delivery on this? I’ve
been holding
off on writing complex reports while I figure out how to create
another
interface for it. However, if these reports will be available in
the next 6
months I can probably convince my boss that my delays are justifiable.
We don’t generally promise release dates other than to customers
sponsoring specific pieces of work.
