Turnaround times

RT Users
1

hi,
we’re testing out RT, and we would like to know if there is any way
to generate a report the tells the turnaround time of a request.

the db only stores the create date and the date the request was last
touched. so if the request is ever reopened the time would be skewed.

thanks

andy

2

| we’re testing out RT, and we would like to know if there is any way
| to generate a report the tells the turnaround time of a request.
±–>8

Sure. Look at the transactions table as well as each_req; you have a
timestamp for every change to the request. So your turnaround time is
figured between a create or status change resolved->open to the next status
change to resolved.

RT doesn’t come with much of anything in the way of reports itself, so
you’ll have to write it. It shouldn’t be that difficult with DBI.

brandon s. allbery [os/2][linux][solaris][japh] allbery@kf8nh.apk.net
system administrator [WAY too many hats] allbery@ece.cmu.edu
electrical and computer engineering KF8NH
carnegie mellon university [“better check the oblivious first” -ke6sls]