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IQSS / iqss-metrics-backend

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Connect to RT system to extract data

erikbuunk opened this issue · comments

commented

We want to get information more directly from RT. The following departments get their data from RT:

  • CSS
  • Computer Lab
  • DSS
  • Harvard dataverse
  • CGA
  • Data Curation (on later moment)

DoD:

  • Data workflow determined
  • accounts for extracting
  • Implementation for the above mentioned departments
commented

Note from Soner with the Scripts that he uses.:

Hi Erik,

For phase two, here are all the scripts I use in RT search for CSS metrics, it would be great when you have time, if I can get some help with automating the process.

Cheers,
Soner

Scripts used to find Monthly resolved tickets

Status = 'resolved' AND Resolved > '2020-07-01' AND Resolved < '2020-08-01' AND Queue = 'Desktop'

Search: Desktop, RCE_Services and Dataverse_support

For Dataverse_support I need to also search for specific staff (Soner, Jeremy, Anna, Cameron, Eric, Roy) there are other folks within Dataverse team who I don't manage also provide support I'm not capturing their info with CSS staff.

Status = 'resolved' AND Resolved > '2020-05-01' AND Resolved < '2020-06-01' AND Queue = 'dataverse_support' AND Owner = 'staskaya'

Device Type
Status = 'resolved' AND Queue = 'Desktop' AND Resolved > '2019-06-30' AND Resolved < '2020-07-01' AND 'CF.{Type of Equipment}' LIKE 'PC'

PC, Mac, No Equipment, Printer Local/Network, Accessories, Copier/Printer, Smart Phone, Tablet, VOIP, Scanner.

Patron Community

Status = 'resolved' AND Queue = 'Desktop' AND Resolved > '2019-06-30' AND Resolved < '2020-07-01' AND 'CF.{Patron Community}' LIKE 'WCFIA'

Wcfia, gov, iq, davis, drclas, asia, reischauer, history, cmes, sai, cga, fairbank, Korea, fas, iq director, cgis ops, cmdc, caps, fung library, huit, mra, not harvard

Type of request
Status = 'resolved' AND Resolved > '2019-06-30' AND Resolved < '2020-07-01' AND Queue = 'Desktop' AND 'CF.{Type of Request}' LIKE 'Backup/Restore'

Software issue, Printer/Copier, General Inquiry, Account Related, Email Related, Software Install, System Setup/ Re-imaged, Hardware issue/ Replacement, Purchasing hardware/software, Domain/Drive mapping, Network/Jack related, Virus/Malware, Recycling Equipment, Registering device, Research/Training, Equipment Move, VOIP, Backup/Restore, Windows/Mac OS, Loaner

Type of request PC and Mac
Status = 'resolved' AND Resolved > '2019-06-30' AND Resolved < '2020-07-01' AND Queue = 'Desktop' AND 'CF.{Type of Equipment}' LIKE 'PC' AND 'CF.{Type of Request}' LIKE 'Account Related'

Status = 'resolved' AND Resolved > '2019-06-30' AND Resolved < '2020-07-01' AND Queue = 'Desktop' AND 'CF.{Type of Request}' LIKE 'Account Related' AND 'CF.{Type of Equipment}' LIKE 'Mac'

Software issue, Printer/Copier, General Inquiry, Account Related, Email Related, Software Install, System Setup/ Re-imaged, Hardware issue/ Replacement, Purchasing hardware/software, Domain/Drive mapping, Network/Jack related, Virus/Malware, Recycling Equipment, Registering device, Research/Training, Equipment Move, VOIP, Backup/Restore, Windows/Mac OS, Loaner

commented

Start with CSS and Lab. And after that CGA.