Rt-google-charts

rt-google-charts graphing

This script will produce google charts calls for historical information on RT queues. Information below is relevant to RT 3.8+

You can specify the queue name and number of months to include. It will show the number of resolved, unresolved and outstanding tickets as they stood at that point in time for each month. It will also show a trend line as the percentage of resolved tickets.

RT4 Information

I have recently tested the script on RT 4.0.5 and it run perfectly. However the Reports section has been removed from RT4 and the interface significantly changed, so I still need to find a way to integrate it nicely in to the UI.

Caveats

Due to the fact it has to crawl so much data to work out the historical states - it will take some time to complete. To produce a 16 month cycle on a 4500 record database on an ESX clustered host with 3GHz Xeon, 2GB RAM, took 6.5 seconds.

Tickets which are reopened and resolved from previous months can not be accurately accounted for without far more code, they will skew the figures. If these types of transactions make up the bulk of your RT usage, these graphs may not be useful to you.

Example

Example 6 months: http://tinyurl.com/ykoozth Example 16 months: http://tinyurl.com/yk6lw63

Integration

To include these in the Tools -> Reports section of RT you can make changes to the local directory in RT. I've not the time or motivation to learn Mason, so I've hacked it in the only way I could figure out after a few minutes of playing.

In /opt/rt3/local/html/Tools/Reports/ I copied an existing report html file from the main code directory and altered it to suit calling it 6monthstats.html In it, I've simple added:

<hr />
% print `/usr/local/whatever/rt-reports/rt-google-charts_1.pl`;

I also altered the line not too far from the bottom which controls the tab highlighting:

<& /Tools/Reports/Elements/Tabs, current_tab => 'Tools/Reports/6monthstats.html', Title => $title &>

Then I've referenced this file in /opt/rt3/local/html/Tools/Reports/index.html which was copied from the main code directory by copying an existing $tabs declaration and incrementing the letter it is assigned to:

my $tabs = {
    A => {
        title       => loc('Resolved by owner'),
        path        => '/Tools/Reports/ResolvedByOwner.html',
        description => loc('Examine tickets resolved in a queue, grouped by owner'),
    },
    B => {
        title       => loc('Resolved in date range'),
        path        => '/Tools/Reports/ResolvedByDates.html',
        description => loc('Examine tickets resolved in a queue between two dates'),
    },
    C => {
        title       => loc('Created in a date range'),
        path        => '/Tools/Reports/CreatedByDates.html',
        description => loc('Examine tickets created in a queue between two dates'),
    },
    D => {
        title       => loc('IT Support - 6 month statistics'),
        path        => '/Tools/Reports/6monthstats.html',
        description => loc('Last 6 month statistics for IT Support queue'),
    },

I then needed to do a similar thing to make the top tabs work in /opt/rt3/local/html/Tools/Reports/Elements/Tabs - also copied from main code path.

The tree of my /opt/rt3/local/html/Tools/Reports directory looks like this:

.
    |-- 6monthstats.html
    |-- Elements
    |   `-- Tabs
    `-- index.html
    

Code

#!/usr/bin/perl
    
    # Ryan Armanasco - 2009-12-08 - ryan@slowest.net
    
    # Extract queue statistics from RT and generate Google Charts call to graph
    #
    # example graph: http://tinyurl.com/yk6lw63
    #
    # Produces stats for specified number of months, optionally including the current month,
    # showing created, resolved and overall outstanding at the point in time for that month.
    #
    # Reopened and re-resolved tickets will skew the figures slightly.
    #
    # It has to do a log of database work, and it take a fair while depending on the size of your database
    #
    # Indicative stats:
    #   to produce a 16 month cycle on a 4500 record database.  ESX clustered host with 3GHz Xeon, 2GB RAM = 6.5 seconds
    
    use strict;
    use DBI;
    
    # SETTINGS - CUSTOMISE THESE
    my $queue='IT Support'; # RT queue to operate on
    my $cycles=16; # how many months to report on
    my $thismonth=1; # include current month in graph?
    my $graphtitle="Request Tracker $queue Queue";
    
    # DATABASE - CUSTOMISE THESE
    my $host='pdcithelp2';
    my $db  ='rt';
    my $user='report';
    my $pass='seH2aet3';
    
    # GRAPH DIMENSIONS - CUSTOMISE THESE
    #   (340,000 [X x Y] pixel maximum)
    my $chartx=850;
    my $charty=350;
    die "Chart area $chartx * $charty is greater than 340,000 pixles - google will reject it\n" if $charty * $chartx > 340000;
    
    #====================================================
    # DON'T TOUCH ANYTHING BELOW HERE
    #====================================================
    
    # friendly month names for labels/titles
    my @months = qw/Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec/;
    
    # connect to RT database
    my $dbh = DBI->connect('dbi:mysql:'.$db.';host='.$host,$user,$pass)
    or die "Connection Error: $DBI::errstr\n";
    
    my $data; # stores all returned/calulcated ticket stats - hashref
    my $max=0; # tracks maximum value to scale graph
    my $start_date; # track starting time period for labels
    my $end_date; # track ending time period for labels
    my @perc; # percentage calculation during output
  
    # generate the decending year/month combos - previous `date --date="x months ago" has issues on the first day of the month, so here's a more fool-proof version.
    sub makedate {
          my $ddate = shift;
          my $doffset = shift;
          my $year;
          my $month;
  
          $doffset--;
  
          $ddate =~ /(\d\d\d\d)-(\d\d)/;
                  $year = $1;
                  $month = $2;
  
          for(0..$doffset) {
                  $month--;
                  if ($month == 0) {
                          $month = 12;
                          $year--;
                  }
                  if (length($month) ==1) {
                          $month = "0".$month;
                  }
          }
  
          if ($doffset == -2) {
                  $month++;
                  if ($month == 13) {
                          $month = 1;
                          $year++;
                  }
                  if (length($month) ==1) {
                          $month = "0".$month;
                  }
          }
          return "$year-$month";
    }
    
    # loop through requested month range
    for (1..$cycles) {
    
    	# reset counters each loop
    	my $created=0;
    	my $outstanding=0;
    	my $resolved=0;
    
    	# lazy way to work out x months before present
    	my $offset=$_;
    	$offset -= 1 if $thismonth;
    	# existing faulty version: my $date = `date --date="$offset months ago" +"%Y-%m"`;
    	# existing faulty version: chomp($date);
         my $date = makedate($start_date,$offset);
  
    	# store info for label generation
    	$data->{date}[$_-1]=$date;
    
    	# CREATED TICKET STATS
    	my $sql = "
    		select
    			count(*)
    		from
    			Tickets
    		where
    				Created like '$date-%'
    			and
    				queue = (select id from Queues where name='$queue')
    			and
    				type <> 'reminder'
    		  	and
    				status <> 'deleted';";
    
    	# execute and retrieve
          my $sth = $dbh->prepare($sql);
          $sth->execute();
    	$created = ($sth->fetchrow_array)[0];
    
    	# RESOLVED TICKET STATS
    	my $sql = "
    		select
    			count(distinct tr.objectid) as resolved,
    			round(max(datediff(ti.resolved,ti.created))) as maxage,
    			round(avg(datediff(ti.resolved,ti.created))) as avgage
    		from
    			Transactions tr,
    			Tickets ti
    		where
    				tr.type='Status'
    			and
    				(tr.newvalue='resolved' or tr.newvalue='deleted')
    			and
    				tr.objecttype='RT::Ticket'
    			and
    				ti.Queue=(select id from Queues where Name='$queue')
    			and
    				tr.objectid = ti.id
    			and
    				tr.created like '$date-%';";
    
    		# returns this
    		#+---------+--------+---------+
    		#| tickets | maxage | avgage  |
    		#+---------+--------+---------+
    		#|     107 |    192 | 18.8692 |
    		#+---------+--------+---------+
    
    	# execute and retrieve
    	my $sth = $dbh->prepare($sql);
    	$sth->execute();
    	($resolved, $data->{max}[$_-1], $data->{avg}[$_-1]) = ($sth->fetchrow_array);
    
            # need to step date forward a month to get accurate figures
      	  # previous faulty version: my $offset=$_ - 1;
            # previous faulty version: $offset -= 1 if $thismonth;
            # previous faulty version: my $dateforward = `date --date="$offset months ago" +"%Y-%m"`;
            # previous faulty version: chomp($dateforward);
            my $dateforward = makedate($start_date, ($offset-1) );
    
    	# OUTSTANDING TICKET STATS
    	my $sql = "
    		select
    			count(*) as tickets
    		from
    			Transactions tr,
    			Tickets ti
    		where
    				tr.type='Create'
    			and
    				tr.objecttype='RT::Ticket'
    			and
    				ti.Queue=(select id from Queues where Name='$queue')
    			and
    				tr.objectid = ti.id
    			and
    				ti.created < '$dateforward'
    			and not
    				tr.objectid in 	(
    						select
    							distinct tr.objectid
    						from
    							Transactions tr,
    							Tickets ti
    						where
    								tr.type='Status'
    							and
    								tr.newvalue='resolved'
    							and
    								tr.objecttype='RT::Ticket'
    							and
    								ti.Queue=(select id from Queues where Name='$queue')
    							and
    								tr.objectid = ti.id
    							and
    								tr.created < '$dateforward'
    						)
    
    			and
    				tr.objectid not in 	(
    							select
    								id
    							from
    								Tickets
    							where
    									id <> effectiveID
    							)
    			and not
    				tr.objectid in (
    						select
    							id
    						from
    							Tickets
    						where
    								resolved < '$dateforward'
    							and not
    								resolved = '1970-01-01 00:00:00'
    						)
    			and
    				ti.type <> 'reminder'
    		order by tr.objectid";
    
    	# execute and retrieve
          my $sth = $dbh->prepare($sql);
          $sth->execute();
    	$outstanding = ($sth->fetchrow_array)[0];
    
    	# store all the data somewhere
    	$data->{cre}[$_-1] = $created;
    	$data->{out}[$_-1]=$outstanding;
    	$data->{res}[$_-1]=$resolved;
    	$data->{ctd}[$_-1]=$created;
    
    	if ($created > $resolved) {
    		$max = $created if $created > $max;
    	} else {
    		$max = $resolved if $resolved > $max;
    	}
    }
    
    $max = $max + 10 + (50-($max % 50));
    
    print '<img src="';
    
    print <<GRAPH;
    http://chart.apis.google.com/chart?
    cht=bvg
    &chs=${chartx}x${charty}
    &chbh=a
    &chds=0,$max
    &chco=0033ff,1eec44,e00a0a,c342bb
    &chm=N,000000,0,-1,11|N,000000,1,-1,11|N,000000,2,-1,11|D,c342bb,3,0,4,-1
    &chts=000000,20
    &chf=bg,s,88888810|c,s,00000010
    &chma=30,40,50,50|100,20
    &chxt=x,y,r,x,x,x,x,x
    &chdl=created|resolved|outstanding|% resolved
    &chtt=$graphtitle
    &chxl=0:|
 GRAPH
    
    # x axis MMM 'YY labels
    foreach my $label (reverse(@{$data->{date}})) {
    	$label =~ /\d\d(\d\d)-(\d\d)/;
    	print "$months[$2-1] '$1|";
    }
    
    # graphs scalings/axis require some calculations
    print '|1:|0|'.sprintf('%2d',($max/2))."|$max|2:|0|50|100";
    print '|3:|';
    print '|4:|'.'|'x(($cycles/2)-1).'|average resolved ticket age (days)';
    print '|5:|'.join('|',reverse(@{$data->{avg}}));
    print '|6:|'.'|'x(($cycles/2)-1).'|maximum resolved ticket age (days)';
    print '|7:|'.join('|',reverse(@{$data->{max}}));
    
    # output the data sets
    print "&chd=t3:";
    for (0..$cycles-1) { $perc[$_] = sprintf('%2d',($max-2)/100*(($data->{ctd}[$cycles-1-$_]-$data->{out}[$cycles-1-$_])/$data->{ctd}[$cycles-1-$_]) * 100 ); }
    print join(',',reverse(@{$data->{ctd}})).'|'.join(',',reverse(@{$data->{res}})).'|'.join(',',reverse(@{$data->{out}})).'|'.join(',',@perc);
    
    print '" border=1 />';
    
    exit;
    
    

Feedback

I'd love to know if you find this useful and put it to work in your environment. See contact details below.

I'm also keen to get confirmation and any improvement suggestions on the large "OUTSTANDING TICKET STATS" query in the script. It took me a long time to concoct and I've tested it the best I can - but probably many areas for improvement.

Author

Ryan Armanasco - ryan@slowest.net - 2010-02-12