[MOD Request]Ticket MTTR report URGENT

beeman

Hello,

I would like to be able to generate various kinds of reports on osTicket over and above the reporting panel MOD. I see this as some database query really, but what I need to be able to do is specify the following values in the report;

The ticket subject i.e. Company XYZ

start and end date range (with an ability to somehow exclude weekends and holidays if possible).

valid work hours, i.e. 24x7 or 08 to 17 for an example

and then be divide the outcome of the above output by the number of tickets logged during this period.

Thank in advance for your help.

Regards

Beeman

lunamense

I'd also be very interested in this mod. Very useful to have reports / performance indicators

flipcircuit

Yes!

Would also love this feature.

beeman

Has anyone looked into this? I am really desperate to use this feature. Thanks.

PRedmond

This is entirely possible. How well do you know SQL?

I am considering writing a mod for the admin control panel to allow administrators to enter sql code, rather than having to go into the database. The idea behind it is more so that when you are applying modifications, you don't need to log into the database (I got sick of clicking through all the pages on my web host...). It could be modified to return results such as those you mention (although missing weekends and holidays will be tricky!).

Are there any real security issues with this? Other than the fact that some unwilling administrator may enter "DELETE * FROM tbl_tickets"?

beeman

Hello,

My SQL skills are not up to scratch; what I am looking for ideally is for this feature to be intergrated into the ticket view page for the logged-in staff to use and be implemented in a way that is similar to the advanced search functionality in osTicket. So basically what I have in mind is the ability to calculate MTTR where I would search for all faults reported in a month for instance based on a subject, say company XYZ; and let say that the search returned a 100 faults (obviously I'm interested in closed tickets).

I would then tell the code to exclude non-working hours; say 17h00 to 07h00am and weekends as well. osTicket would then calculate MTTR for individual ticket using this formula; MTTR = Average time (e.g. in hours) between the occurrence of an incident and its resolution (excluding the times indicated above).

Because we have an SLA with our customer this feature will enable us to, at the glance see which tickets were resolved within and outside of our SLA. In addition this feature should also calculate the average MTTR for all searched tickets in the above example like so; Average MTTR = (indivual ticket MTTR combined)/(number of tickect searched; which is hundred in this case).

I hope all of this makes sense.

Regards

Beeman

shinshigumi

Hope this feature comes up for a new update. thanks!