Time to close a ticket?

Hi folks,

I’ve been trying to create a report that I currently generate manually. One to the requirements of this report is to calculate the average time to close a ticket.
I export the spreadsheet for the time range I am interested in, and then subtract the created date from the resolved date. This gives me a range of numbers from which I can work out the average time to close out a ticket.

My question is: Can I do something similar directly within RT?

TimeWorked will not work unfortunately, as this is currently not being filled in.

Thanks in advance for any pointers.

R

Richard Eibrand | Support and Operations Manager
Royal College of Physicians of IrelandDirect Line 01 863 9737 | Email richardeibrand@rcpi.iemailto:you@rcpi.ie

Frederick House | 19 South Frederick Street | Dublin 2 | Ireland

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Hi folks,

I’ve been trying to create a report that I currently generate manually.
One to the requirements of this report is to calculate the average time to
close a ticket.

I export the spreadsheet for the time range I am interested in, and then
subtract the created date from the resolved date. This gives me a range of
numbers from which I can work out the average time to close out a ticket.

My question is: Can I do something similar directly within RT?

Yes and no :wink:

To my knowledge, there is three ways to do this:

  • use the RT extension ActivityReports [1]
  • when a ticket is resolved, trigger a scrip that fill a customfield
    (SLA) with the range of resolution time (example: < 1 hour, > 1 hour).
    It should meet your SLA requirements. Then you will be able to use RT
    graphs to show the count of tickets in each SLA range. (also look at
    RT extension SLA[2]). This is very flexible and you can substract
    time stayed in different status like stalled, and even use perl module
    Business::Hours[3]. It does not need a lot of cpu to make this SLA
    value and graph it.
  • patch RT graphing system to do what you want, this is a bit more
    tricky and may need a lot of cpu if you want to calculate you’re value
    on all ticket when graphing.

[1] RT-Extension-ActivityReports-1.09 - RT-Extension-ActivityReports Extension - metacpan.org
[2] RT-Extension-SLA-1.04 - Service Level Agreements for RT - metacpan.org
[3] http://search.cpan.org/dist/Business-Hours/

Easter-eggs Spécialiste GNU/Linux
44-46 rue de l’Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76
mailto:elacour@easter-eggs.com - http://www.easter-eggs.com

  • patch RT graphing system to do what you want, this is a bit more
    tricky and may need a lot of cpu if you want to calculate you’re value
    on all ticket when graphing.

Part of this I have done for our RT 3.8.6. Attached a patch but DON’T
use this patch, it should you just show what I have done.

There is currently an branch [1] for 4.2 where BPS is working on new
reporting function and I really hope this new functions will land in RT
4.2 as it pushes the RT reporting features to the next level.

[1] https://github.com/bestpractical/rt/tree/4.2/charts-improvments

DaysCreatedToResolved.patch (1.72 KB)

Thanks Emmanuel,

Will take a look them, I’d rather not get jiggy with GD, so I’ll explore the other options.

Thanks again,

R-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: 20 February 2013 09:31
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time to close a ticket?

On Mon, Feb 18, 2013 at 03:30:15PM +0000, Richard Eibrand wrote:

Hi folks,

I’ve been trying to create a report that I currently generate manually.
One to the requirements of this report is to calculate the average time to
close a ticket.

I export the spreadsheet for the time range I am interested in, and then
subtract the created date from the resolved date. This gives me a range of
numbers from which I can work out the average time to close out a ticket.

My question is: Can I do something similar directly within RT?

Yes and no :wink:

To my knowledge, there is three ways to do this:

  • use the RT extension ActivityReports [1]
  • when a ticket is resolved, trigger a scrip that fill a customfield
    (SLA) with the range of resolution time (example: < 1 hour, > 1 hour).
    It should meet your SLA requirements. Then you will be able to use RT
    graphs to show the count of tickets in each SLA range. (also look at
    RT extension SLA[2]). This is very flexible and you can substract
    time stayed in different status like stalled, and even use perl module
    Business::Hours[3]. It does not need a lot of cpu to make this SLA
    value and graph it.
  • patch RT graphing system to do what you want, this is a bit more
    tricky and may need a lot of cpu if you want to calculate you’re value
    on all ticket when graphing.

[1] RT-Extension-ActivityReports-1.09 - RT-Extension-ActivityReports Extension - metacpan.org
[2] RT-Extension-SLA-1.04 - Service Level Agreements for RT - metacpan.org
[3] http://search.cpan.org/dist/Business-Hours/

Easter-eggs Spécialiste GNU/Linux
44-46 rue de l’Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76
mailto:elacour@easter-eggs.com - http://www.easter-eggs.com

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