Hi,
We are using RT4.02 for our IT service Center with SLA module defining start and due date (Response time and resolution time as defined in RT_Siteconfig.pm).
My concern right now is to find a way to report Performance against the SLA at two level:
-
Response time
-
Resolution time
The idea we have is to use rt-crontool to store into CF Request already late in regards of response time and also in regards of resolution time
For response time the query could be something like : Status = ‘new’ AND TimeLeft > 0
For resolution time the query could be something like : TimeLeft > 0 AND ( Status = ‘open’ OR Status = ‘stalled’ )
Now the idea is to set a specific hidden CF called LateResponse and LateResolution with value 0 or 1 to keep a track of late response or late resolution
The solution to update the CF could be to use then bin/rt/ command line.
And finally query directly the MySQL DB to get our report.
Is there any other idea to create this report from your point of view
thanks
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Hi,
There is a custom branch in the repository that makes a stab at
calculating whether people met deadlines or not. It’s not complete,
but it’s a good start. This code walks history of a ticket and
calculates whether configured deadlines were met or not.
Your idea with crontool is bad.
It’s better to use scrips with on correspond and on resolve
conditions. With this solution you get accurate statistics, but you
get it late to react.On Fri, Feb 17, 2012 at 18:19, Soula, Christophe csoula@hach-lange.com wrote:
Hi,
We are using RT4.02 for our IT service Center with SLA module defining start
and due date (Response time and resolution time as defined in
RT_Siteconfig.pm).
My concern right now is to find a way to report Performance against the SLA
at two level:
-
Response time
-
Resolution time
The idea we have is to use rt-crontool to store into CF Request already late
in regards of response time and also in regards of resolution time
For response time the query could be something like : Status = ‘new’ AND
TimeLeft > 0
For resolution time the query could be something like : TimeLeft > 0 AND (
Status = ‘open’ OR Status = ‘stalled’ )
Now the idea is to set a specific hidden CF called LateResponse and
LateResolution with value 0 or 1 to keep a track of late response or late
resolution
The solution to update the CF could be to use then bin/rt/ command line.
And finally query directly the MySQL DB to get our report.
Is there any other idea to create this report from your point of view
thanks
Please be advised that this email may contain confidential information. If
you are not the intended recipient, please notify us by email by replying to
the sender and delete this message. The sender disclaims that the content of
this email constitutes an offer to enter into, or the acceptance of, any
agreement; provided that the foregoing does not invalidate the binding
effect of any digital or other electronic reproduction of a manual signature
that is included in any attachment.
RT Training Sessions (http://bestpractical.com/services/training.html)
- Boston — March 5 & 6, 2012
Best regards, Ruslan.
Hi,
There is a custom branch in the repository that makes a stab at
calculating whether people met deadlines or not. It’s not complete,
I could not find it under different branches of the github repo
GitHub - bestpractical/rt: Request Tracker, an enterprise-grade issue tracking system
Can you provide a link please? I need to generate sla report monthly
Thanks for your help
but it’s a good start. This code walks history of a ticket and
calculates whether configured deadlines were met or not.
Your idea with crontool is bad.
It’s better to use scrips with on correspond and on resolve
conditions. With this solution you get accurate statistics, but you
get it late to react.
Hi,
We are using RT4.02 for our IT service Center with SLA module defining
start
and due date (Response time and resolution time as defined in
RT_Siteconfig.pm).
My concern right now is to find a way to report Performance against the
SLA
at two level:
-
Response time
-
Resolution time
The idea we have is to use rt-crontool to store into CF Request already
late
in regards of response time and also in regards of resolution time
For response time the query could be something like : Status = ‘new’ AND
TimeLeft > 0
For resolution time the query could be something like : TimeLeft > 0 AND
(
Status = ‘open’ OR Status = ‘stalled’ )
Now the idea is to set a specific hidden CF called LateResponse and
LateResolution with value 0 or 1 to keep a track of late response or late
resolution
The solution to update the CF could be to use then bin/rt/ command line.
And finally query directly the MySQL DB to get our report.
Is there any other idea to create this report from your point of view
thanks
Please be advised that this email may contain confidential information.
If
you are not the intended recipient, please notify us by email by
replying to
the sender and delete this message. The sender disclaims that the
content of
this email constitutes an offer to enter into, or the acceptance of, any
agreement; provided that the foregoing does not invalidate the binding
effect of any digital or other electronic reproduction of a manual
signature
that is included in any attachment.
RT Training Sessions (http://bestpractical.com/services/training.html)
- Boston — March 5 & 6, 2012
–
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
Hi,
There is a custom branch in the repository that makes a stab at
calculating whether people met deadlines or not. It’s not complete,
I could not find it under different branches of the github repo
GitHub - bestpractical/rt: Request Tracker, an enterprise-grade issue tracking system
Can you provide a link please? I need to generate sla report monthly
looks like this is the tree you were referring to.
I guess I could test it with RT 4.0.12?
Thanks for your help
but it’s a good start. This code walks history of a ticket and
calculates whether configured deadlines were met or not.
Your idea with crontool is bad.
It’s better to use scrips with on correspond and on resolve
conditions. With this solution you get accurate statistics, but you
get it late to react.
Hi,
We are using RT4.02 for our IT service Center with SLA module defining
start
and due date (Response time and resolution time as defined in
RT_Siteconfig.pm).
My concern right now is to find a way to report Performance against the
SLA
at two level:
-
Response time
-
Resolution time
The idea we have is to use rt-crontool to store into CF Request already
late
in regards of response time and also in regards of resolution time
For response time the query could be something like : Status = ‘new’ AND
TimeLeft > 0
For resolution time the query could be something like : TimeLeft > 0
AND (
Status = ‘open’ OR Status = ‘stalled’ )
Now the idea is to set a specific hidden CF called LateResponse and
LateResolution with value 0 or 1 to keep a track of late response or
late
resolution
The solution to update the CF could be to use then bin/rt/ command line.
And finally query directly the MySQL DB to get our report.
Is there any other idea to create this report from your point of view
thanks
Please be advised that this email may contain confidential information.
If
you are not the intended recipient, please notify us by email by
replying to
the sender and delete this message. The sender disclaims that the
content of
this email constitutes an offer to enter into, or the acceptance of, any
agreement; provided that the foregoing does not invalidate the binding
effect of any digital or other electronic reproduction of a manual
signature
that is included in any attachment.
RT Training Sessions (http://bestpractical.com/services/training.html)
- Boston — March 5 & 6, 2012
–
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
–
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?