<& /Elements/Header, Title => 'Time to Resolution' &> <& /RTx/Statistics/Elements/Tabs, Title => loc("Time To Resolve tickets by Queue for : " .$QueueObj->Name()) &>

### Description

This page shows details of resolution of tickets in the selected queue. It displays tickets created on each day in your selected date range. Of those tickets created on that day, how many have been resolved and the total time it has taken for all tickets created on that day to be resolved.

At the bottom of the chart is shows total time taken to resolve all tickets in the selected date range and the average time per ticket to resolve.

%my $title = "Time to resolve in " . $QueueObj->Name() . " per day from " . % Statistics::FormatDate($Statistics::PerDayDateFormat, $dates[0]) . " through " . % Statistics::FormatDate($Statistics::PerDayDateFormat, $dates[$#dates-1]); <&|/Elements/TitleBox, title => $title, title_href => "/RTx/Statistics/Resolution/index.html?$QueryString" &>

% if ($ShowHeader) { <& /RTx/Statistics/Elements/CollectionAsTable/Header, Format => \@Format, FormatString => $Format, AllowSorting => $AllowSorting, Order => $Order, Query => undef, Rows => $Rows, Page => $Page, OrderBy => $OrderBy , BaseURL => $BaseURL, maxitems => $maxitems &> % } % my $line = 1; % LINE: for my $d (0..$#dates ) { % if ($d == $#dates ){ % next LINE; % } % my $x = 1; % $values{Statistics_Date} = Statistics::FormatDate($Statistics::PerDayDateFormat, $dates[$d]); % my $tix = new RT::Tickets($session{'CurrentUser'}); % $tix->LimitCreated(VALUE => $dates[$d]->ISO, OPERATOR => ">="); % if ($dates[$d+1]) { % $tix->LimitCreated(VALUE => $dates[$d+1]->ISO, OPERATOR => "<="); % } % if ($Queue) { % $tix->LimitQueue (VALUE => $Queue); % } % $values{Statistics_Created_Count} = $tix->Count; % $tix->LimitStatus(VALUE => "resolved"); % $values{Statistics_Resolved_Count} = $tix->Count; % if ($tix->Count) { % my @tix = @{$tix->ItemsArrayRef}; % my $total; % $total += ($_->ResolvedObj->Unix - $_->CreatedObj->Unix) for @tix; % $size+= ($#tix +1); % $grandtotal += $total; % $values{Duration} = Statistics::DurationAsString($total); % $data[$x++][$d] = int ($total ); % } else { % $values{Duration} = "N/A"; % } <& /RTx/Statistics/Elements/CollectionAsTable/Row, Format => \@Format, i => $line, record => $record, maxitems => $maxitems &> % $line++; %} % $size =1 if $size==0; % $values{text} = "Average time to resolve = " . Statistics::DurationAsString($grandtotal / $size); <& /RTx/Statistics/Elements/CollectionAsTable/Row, Format => \@OneCellFormat, i => $line, record => $record, maxitems => $maxitems &> % $line++; % $values{text} = "Total time to resolve = " . Statistics::DurationAsString( $grandtotal ); <& /RTx/Statistics/Elements/CollectionAsTable/Row, Format => \@OneCellFormat, i => $line, record => $record, maxitems => $maxitems &> % $line++;

<%perl> # Create the graph URL # change the total time to resolve to a floating point number of days foreach my $dat(@{$data[1]} ){ $dat = ($dat / $Statistics::secsPerDay); $dat = sprintf("%0.4f", $dat); } my $url = 'Elements/Chart?x_labels='; for (0..$diff-1) { $url .= $data[0][$_] . ","; } chop $url; shift @data; $url .= "&data1="; for(0..$diff-1) { $data[0][$_] = 0 if !$data[0][$_]; $url .= $data[0][$_] . ","; } <& /RTx/Statistics/Elements/GraphBox, GraphURL => $url &> <& /RTx/Statistics/Elements/ControlsAsTable/ControlBox, Title => "Change Queue or Dates", ShowDates => 1, sMonth => \$sMonth, sDay => \$sDay, sYear => \$sYear, eMonth => \$eMonth, eDay => \$eDay, eYear => \$eYear, weekends => $weekends, ShowSingleQueue => 1, Queue => $Queue &> <%ARGS> $max => $Statistics::TimeToResolveMaxRows $Queue => undef $weekends =>$Statistics::TimeToResolveWeekends $sMonth=>undef $sDay=>undef $sYear=>undef $eMonth=>undef $eDay=>undef $eYear=>undef $days=>undef $currentMonth=>undef $AllowSorting => undef $Order => undef $OrderBy => undef $ShowNavigation => 1 $ShowHeader => 1 $Rows => 50 $Page => 1 $BaseURL => undef <%INIT> use RTx::Statistics; use Time::Local; my $n = 0; my @data = ([]); my @dates; my @msgs; my $size; my $selected; my $grandtotal = 0; my $diff; my $sEpoch=0; my $eEpoch=0; my $QueryString; my $maxitems = 4; my %record; my %values; my $record = \%record; $record{values} = \%values; # If debugging, set things up and display all the args Statistics::DebugClear(); Statistics::DebugLog("CallsQueueDay/index.html ARGS:\n"); for my $key (keys %ARGS) { Statistics::DebugLog("ARG{ $key }=" . $ARGS{$key} . "\n"); } my $Format = qq{ Statistics_Date, '__Statistics_Created_Count__/STYLE:text-align:right;', '__Statistics_Resolved_Count__/STYLE:text-align:right;', '__Statistics_Dynamic__/KEY:Duration/TITLE:Time To Resolve/STYLE:text-align:right;' }; my $BoldFormat = qq{ '__Statistics_Date__', '__Statistics_Created_Count__/STYLE:text-align:right;', '__Statistics_Resolved_Count__/STYLE:text-align:right;', '__Statistics_Dynamic__/KEY:Duration/TITLE:Time To Resolve/STYLE:text-align:right;' }; # TODO need way to make this cell do colspan my $OneCellFormat = qq{ '__Statistics_Dynamic__/KEY:text/STYLE:text-align:left;','','','' }; my (@Format) = $m->comp('/RTx/Statistics/Elements/CollectionAsTable/ParseFormat', Format => $Format); my (@BoldFormat) = $m->comp('/RTx/Statistics/Elements/CollectionAsTable/ParseFormat', Format => $BoldFormat); my (@OneCellFormat) = $m->comp('/RTx/Statistics/Elements/CollectionAsTable/ParseFormat', Format => $OneCellFormat); Statistics::DebugLog("CallsQueueDay/index.html Format array=" . join(',', @Format) . "\n"); if ($sDay > $Statistics::monthsMaxDay{$sMonth}) { $sDay = $Statistics::monthsMaxDay{$sMonth}; } if ($eDay > $Statistics::monthsMaxDay{$eMonth}) { $eDay = $Statistics::monthsMaxDay{$eMonth}; } if ($sYear){ $sEpoch = timelocal(0, 0, 0, $sDay, $sMonth, $sYear-1900); } if ($eYear){ Statistics::DebugLog("eMonth = " . $eMonth . "\n"); $eEpoch = timelocal(0, 0, 0, $eDay, $eMonth, $eYear-1900); } else { # This case happens when the page is first loaded my @local = localtime(time); ($eDay, $eMonth, $eYear) = ($local[3], $local[4], $local[5]); $eYear += 1900; $eEpoch = timelocal(0, 0, 0, $local[3], $local[4], $local[5], $local[6], $local[7], $local[8]); Statistics::DebugLog("Setting eEpoch=$eEpoch from current time.\n"); } if (($eEpoch < $sEpoch) || ($sEpoch == 0)) { # We have an end, but not a start, or, overlapping. # if $currentMonth is set, just set the day to 1 if($currentMonth) { # set start vars from end, but with day set to 1 (undef, undef, undef, $sDay, $sMonth, $sYear) = localtime($eEpoch); $sDay=1; $sEpoch = timelocal(0, 0, 0, $sDay, $sMonth, $sYear); } else { # If the user has specified how many days back to go, use that, # If not, set start to configured default period before end if(defined $days) { $sEpoch = $eEpoch - ($days * $Statistics::secsPerDay); } else { $sEpoch = $eEpoch - ($Statistics::PerDayPeriod * $Statistics::secsPerDay); } (undef, undef, undef, $sDay, $sMonth, $sYear) = localtime($sEpoch); } $sYear += 1900; } # Compute days to chart. # The +1 is because we need to generate one more date. If the user # selected a 10 day range, we need to generate 11 days. $diff = int(($eEpoch - $sEpoch + $Statistics::secsPerDay - 1) / $Statistics::secsPerDay)+1; Statistics::DebugLog("Setting diff=$diff\n"); Statistics::DebugLog("sEpoch=$sEpoch, components=" . join(',', localtime($sEpoch)) . "\n"); Statistics::DebugLog("eEpoch=$eEpoch, components=" . join(',', localtime($eEpoch)) . "\n"); my $QueueObj = new RT::Queue($session{'CurrentUser'}); if (!defined $Queue) { $QueueObj->Load($Statistics::TimeToResolveQueue); $Queue = $QueueObj->Id(); } # Set up the string for the current query for bookmarkable link $QueryString = "sDay=$sDay&sMonth=$sMonth&sYear=$sYear&eDay=$eDay&eMonth=$eMonth&eYear=$eYear&weekends=$weekends&Queue=$Queue"; # Set up the end date to be midnight(morning) of the date after the one the user wanted. my $endRange = $eEpoch + $Statistics::secsPerDay; $QueueObj->Load($Queue); # NOTE: list loop starts at the end of the date range, unshifting dates onto # the arrays, so that they end up in start to finish order. $eEpoch += $Statistics::secsPerDay; $n = 0; until ($#dates == $diff ) { my $date = new RT::Date($session{CurrentUser}); $date->Set(Value=>$endRange - $n, Format => 'unix'); # Note: we used to adjust the time to local midnight, but # none of the other date entry fields in RT seem to adjust, so we've stopped. #Statistics::DebugLog("Before adjust to midnight date " . Statistics::FormatDate("%c", $date) . "\n"); $n+= $Statistics::secsPerDay; # If we aren't showing weekends and this is one, decrement the number # of days to show and skip to the next date. if(!$weekends and Statistics::RTDateIsWeekend($date)) {$diff--; next;} unshift @dates, $date; Statistics::DebugLog("pushing date " . Statistics::FormatDate("%c", $date) . "\n"); unshift @{ $data[0] }, Statistics::FormatDate($Statistics::PerDayLabelDateFormat, $date); }