Case Ticket Closure Reporting

[REByers]

I have been trying to solve this for a while now, via a none coding route.

As with all customer SLAs we need to report on closure time for customers. Whilst the case and bugs modules store a date when the status has been moved to closed it does not seem possible to report over this.

How can I produce a report that tells me when a case (or bug) status has been moved to closed?

[eggsurplus]

I'd suggest a reporting tool.

[REByers]

You'd hope that this could be reported on in the Sugar reports module as it is fundamental to how support desks work.

Ah well.

[eggsurplus]

You're right! We use CE so we had to just write a query directly to the DB to get that response time based on the audit table.

[sugarcane]

If you have the reports module (Pro or Ent), then you can create a report where the status = closed (or whatever it is you are looking for). If you wanted to calculate the time difference between the Open date and the closed date, then you could either create a custom field that auto calculates this difference, or if you are not looking to change code, I suppose you could create a report with the open and closed date and then export the report to excel and perform a formula calculation there.

If you are using CE, then you could download a reports module like Zucker Reports and create the above report

[REByers]

We are on Ent, and have the report based over the status field.

However, ther is no access to audit reporting from the reports module, which (IMHO) is a massive oversight.

You then need to do development work to get a report!!

You can set a work flow that populates a field when the status is set to closed, but you can't create a time field with hh:mm, only hh, which means the reports are largely useless.

We currently have a scheduled task that scans the log table, and then populates a special field we created with the time.

This really needs to be out of the box functionality, for the caes module to be usable, in a corporate environment.