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 ran 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

- no longer available -

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

- no longer available -

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.