Hi Bernie, Frye, Bernie wrote:
I’m about to run off and start developing some new modules which will perform the following functions:
1. Time to respond to the ticket 2. Time the ticket was in the open state 3. Time to close the ticket
Have you seen my Report module? I've posted it here recently.
4. Once the ticket is closed, stop the aging process on the ticket
Age is simply time passed from creation of the ticket to the present moment. It cannot be stopped. :) But I must admit that it does not make much sense to see that some old ticket is 274 days of age. What you're really asking is to know how long ticket has been opened. Take a look at my Report module :)
5. Send notifications to the agents when the ticket is in the new state for 24 hours 6. Send notifications to the agents when the ticket is in the open state for 24 hours and no status has been sent to the customer 7. Send notification to the agent when a ticket reaches XX days old regardless of the number of status updates that have been sent to the customer
Perhaps GenericAgent could do that? (Haven't tried yet).
8. Add a field linking ticket to our bug tracking system
9. Add Stats reporting features for items 1,2 and 3 above.
Please take look at my Report module. That's exactly what it's for. It calculates time the ticket spent in unanswered state (response time), the sum of time customer waited for an answer (total processing time), and total time ticket was opened. It reports that in two different values: real wall-clock minutes and business minutes (counting work-hours only). It provides CSV export so you can draw graphs and analyze it in some spread-sheet software.
10. Enhance the current Stats reporting to display Pie Graphs, Bar Graphs (in 3D) and be able to export them to Windows machines properly (this seems to be a problem at the moment with version 1.3.2) 11. Add capability for an Agent to get a “QueueView” of their tickets only
Tried ticket search? Although, maybe it would be good to have some filtering mode in QueueView that would enable Agent to have more customized view on ticket queues. Regards, Damir