Tickets Resolved By

RT Users
1

Hi,

I’m looking to expand RT to use it for performance tracking - ideally to
see how many tickets have been resolved by my helpdesk team members. I
current use status=resolved and lastupdatedby=teammember to get the data,
but it isntt always accurate.

Is there any way to return the number of tickets resolved by a user within
a time range?

RT 4.2.5 if it helps.

Thanks.

2

Is there any way to return the number of tickets resolved by a user within
a time range?

RT::Extension::ActivityReports might be worth a look, it was handy to answer
some how-many-tickets-resolved questions that came up.

3

Thanks for this, it is exactly what I was after!

Does anyone know how to define business hours to correctly get activity
reports to show the average time to resolve the tickets rather than just
basing it on the number of hours?

Thanks.On 2 Oct 2014 20:26, “Jeremy Mates” jmates@uw.edu wrote:

Is there any way to return the number of tickets resolved by a user
within
a time range?

RT::Extension::ActivityReports might be worth a look, it was handy to
answer
some how-many-tickets-resolved questions that came up.