Rhinoau: removing personal references and broken links - no longer relevant.

2022-11-10T00:56:44Z

removing personal references and broken links - no longer relevant.

← Older revision		Revision as of 20:56, 9 November 2022
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	= Example =		= Example =

	~~Example 6 months: http://tinyurl.com/ykoozth Example 16 months: http://tinyurl.com/yk6lw63~~		- no longer available -

	= Integration =		= Integration =
Line 68:		Line 68:
	= Code =		= Code =

	~~Massive problems with getting source code to work on this wiki all of a sudden, so here's a link to the file on dropbox temporarily: [http://dl.dropbox.com/u/8415602/rt~~-~~google~~-~~graphs.pl Dropbox link]~~		- no longer available -

	= Feedback =		= Feedback =
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	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.		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 - [mailto:ryan@slowest.net ryan@slowest.net] - 2010-02-12~~
	[[Category:reporting]]		[[Category:reporting]]
	[[Category:graphing]]		[[Category:graphing]]

Admin: 9 revisions imported

2016-04-06T20:36:21Z

9 revisions imported

← Older revision		Revision as of 16:36, 6 April 2016
(No difference)

212.89.230.114 at 22:19, 19 December 2013

2013-12-19T22:19:59Z

← Older revision		Revision as of 18:19, 19 December 2013
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	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.		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 =		= 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.		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.

Line 59:		Line 60:

	<nowiki>.		<nowiki>.
	\|-- 6monthstats.html		\|-- 6monthstats.html
	\|-- Elements		\|-- Elements
	\| `-- Tabs		\| `-- Tabs
	`-- index.html		`-- index.html
	</nowiki>		</nowiki>

	= Code =		= Code =
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	Ryan Armanasco - [mailto:ryan@slowest.net ryan@slowest.net] - 2010-02-12		Ryan Armanasco - [mailto:ryan@slowest.net ryan@slowest.net] - 2010-02-12
	~~[[Category:reporting]]~~
	~~[[Category:graphing]]~~
	[[Category:reporting]]		[[Category:reporting]]
	[[Category:graphing]]		[[Category:graphing]]

125.7.76.226: added dropbox link as can't get code to format correctly

2012-05-23T07:26:01Z

added dropbox link as can't get code to format correctly

Show changes

125.7.76.226: corrected misleading code intends by the 'nowiki' blocks

2012-05-23T07:16:04Z

corrected misleading code intends by the 'nowiki' blocks

Show changes

125.7.76.226: added some RT4 specific information

2012-03-14T06:46:57Z

added some RT4 specific information

Show changes

125.7.76.226 at 06:45, 14 March 2012

2012-03-14T06:45:47Z

New page

= 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 3[[GHz]] 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:

<nowiki>.
|-- 6monthstats.html
|-- Elements
| `-- Tabs
`-- index.html
</nowiki>

= Code =

<nowiki>#!/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;

</nowiki>

= 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 - [mailto:ryan@slowest.net ryan@slowest.net] - 2010-02-12
[[Category:reporting]]
[[Category:graphing]]

Rt-google-charts - Revision history

Rhinoau: removing personal references and broken links - no longer relevant.

Admin: 9 revisions imported

212.89.230.114 at 22:19, 19 December 2013

125.7.76.226: added dropbox link as can't get code to format correctly

125.7.76.226: corrected misleading code intends by the 'nowiki' blocks

125.7.76.226: added some RT4 specific information

125.7.76.226 at 06:45, 14 March 2012