Generating Reports with REQADM 1.2 Steve Willoughby PMD Engineering Computing

Generating Reportswith REQADM 1.2

Steve Willoughby

PMD Engineering Computing

Overview

• The Basic Idea• REQADM’s Reporting Tool• Output Formats• Automatic Web Page Generation• Simple Queries• Advanced Queries• Raw Data Dumps• Documentation Available

The Basic Idea

• REQADM’s database contains your history– Issues and complaints from customers– Incidents affecting your systems– Time required to resolve different issues– Employee performance metrics

• Caution...

The Basic Idea

• Raw data can be analyzed into meaningful reports– Number of tickets submitted by week– Top 10 categories of issues seen– Mean time to repair by problem type– System failure history by host or platform type– Many others...

REQADM’s Reporting Tool

• Used to have to be done with Perl scripts

• REQADM 1.2 introduced “reqadm-report” tool– High-level query language– Standardize your reports– Generate color graphs for printing or web pages– Raw ticket data exported to other tools

REQADM’s Reporting Tool

• Invoke with query file already prepared:reqadm-report -file filename

• Report sent to standard output

• When running interactively, -verbose option is useful for watching progress

Output Formats

• Reqadm-report’s default output format is “structured” ASCII– Multiple graphs possible per file– All data necessary to plot graph included– Easy to write scripts to parse or translate to

other formats

Structured ASCII Output

CHART (Tickets) (Q1 2000) (REQADM) 28 18

LEGEND

(Tickets submitted per week) 1 0 0 BAR

(Tickets closed per week) 0 1 0 BAR

(Tickets closed late) 0 0 1 LINE

AXES

(Work Week) 12 1 0 13 14 (WW13) 8 X

(Tickets) 12 0 200 10 (X200) 8 Y

TICKS

tick labels are listed here...

Structured ASCII Output

DATA 1 0 0 BAR

0 100 Y

1 110 Y

…

DATA 0 1 0 BAR

0 98 Y

1 109 Y

…

ENDCHART

PostScript® Output

• Alternative output format to drive printers directly– Actually just programs printer to understand

structured ASCII format

• Hard-copy reports

• Use other software tools to convert PostScript to other graphics formats

CSV Output

• Alternative output format for exporting “raw” ticket data to spreadsheets or other report generators

• No data analysis other than ticket selection#Comments delimit each dataset in file...

#Fields: queue number subject

request,123456,Help with Printer problem

request,123457,”Need software, hardware”

request,123458,E-Mail seems to be borken

Automatic Web Page Generation

• Build request center metrics pages automatically via cron

• Build your query files and generate PNG files (or JPEG or GIF or whatever…):reqadm-report -ps -file weekly \

| gs -sDEVICE=png256 -r72 \

-sOutputFile=graph%d.png

Simple Queries

• Going from idea to finished graph is as simple as these steps:– Specify report titles and axis styles– Select a set of tickets– Filter the selection further (temporarily)– Plot the filtered data onto the graph– Repeat, if desired, with different data

Titles and Styles

R EQ AD M 1.2_BETA_P10 / G EN ER ATED 04 FEB 2000 14:10:23

(R EQ UEST Q UEUE O N LY)

EC M ade C om m its

TIC KETS R ESO LVED % M ade Com m its G oal

W ork W eek

Mad

e C

om

mits

Num

ber of T

ickets

W W 45 W W 46 W W 47 W W 48 W W 49 W W 50 W W 51 W W 52 W W 01 W W 02 W W 03 W W 04 W W 05 W W 060%

10%

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Titles

y Axis

x Axis Legend

y2 Axis

Axis Label

TickLabel

Titles and Styles

• Set the overall chart titles:title title-string [size]

subtitle title-string [size]

• Examples:title ”Tickets resolved”

title ”Top Categories” 48

subtitle ”Q1 2000”

Titles and Styles

• You can also change paper size and which fonts to use (see reqadm-report documentation for full details).

Chart Axes

• Provide axis and tick labels

• The major (sample) axis is always “x”– ...but you can “flip” the chart so the x axis runs

vertically and the y axis runs horizontally– Controls how data are sampled for plotting on

the chart

x sample-type [options]

Chart Axes (x)

• daily 24 hour samples (midnight to midnight)• hourly 1 hour samples• iweekly 7 day samples, by Intel work week number• monthly by calendar month • mweekly 7 day samples, by Monday-centric week no.• quarterly 3-month samples (Jan, Apr, Jul, Oct)• weekly 7 day samples, by Sunday-centric week no.• yearly by calendar year• values sample by value, not by date

Chart Axes (x)

• Sample dates may be skewed forward or back to adjust for time zones, or non-standard reporting frames (Wed-Tue, etc.) – (-adjust option)

• Custom sample criteria may be specified rather than these pre-made ones– (-custom option)

x Axis Options

• Other options available to control the appearance of the data samples:-sort [options]

• Sorts data points. Options provide control over sort order (ascending, descending, by y-axis value, numeric, etc.)

-top n (or… -bottom n)• Selects only the n highest (or lowest) data points

-flip• Flip chart 90º so x runs vertically

x Axis Options

-label string

-ticklabel spec

• These control the overall axis label and the labels placed on each “tick” mark on the x axis.

• The tick label spec parameter may include sample “bucket” identifiers such as dates, times, week numbers, or custom generated labels.

• Normally, you don’t need -ticklabel — an appropriate one is automatically chosen for you based on axis sample type.

y Axis Options

• y (data) axis runs vertically, containing the actual data tabulated in each sample bucket

• Specify y axis options as:y [options]

• Options:% Graph as percentages

-label string Specify axis label

y2 Axis Options

• y2 (data) axis runs vertically on the right side of the graph

• Used when you need two scales:– E.g., number of tickets vs. % done on time

• Specify y2 axis options as:y2 [options]

• Options are the same as with the y axis

Example Graph



EC M ade C om m its


W ork W eek

Mad

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om

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ickets


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Example Graph

title ”EC Made Commits”

subtitle ”(Request queue only)”

x iweekly -label ”Work Week”

y % -label ”Made Commits”

y2 -label ”Number of Tickets”

Example Graph


TO P-LEVEL PR O BLEM TYPES

Top 10 R oot-C ause C ategories by Volum e

TIC KETS R ESO LVED W W 02 2000 Tickets R esolved W W 03 2000 Tickets R esolved W W 04 2000

Tickets R esolved W W 05 2000 Tickets R esolved W W 06 2000

N etw ork/In ternet

M obile C om puting/R em ote Access

M ail/cc:M ail

R equest Adm in istra tion

U N IX W orkstation/X term inal

M icrosoft W indow s

Applications/C om m ands

Logistics

Account A dm in istra tion

Fileserver/D isk M anagem ent

0 50 100 150 200 250 300 350 400 450 500

Example Graph

title ”Top 10 Root-Cause Categories by Volume”

subtitle ”top-level problem types”

x values -top 10 -flip \

-sort -values

Example Graph

R EQ AD M 1.2_BETA_P10 / G EN E R ATED 04 FEB 2000 15:32:46

ALL Q U EU ES

C urrently-O pen R equest P riorities

U R G EN T (41)h igh (104)m edium (439)low (62)

Example Graph

title ”Currently-Open Request Priorities”

subtitle ”All Queues”

x values -sort -exec prioritySort

Simple Queries


Selecting Tickets

• Reqadm-report’s first action is to retrieve a working set of tickets from the REQADM server– Not all ticket data loaded at first (for speed)– Don’t select more tickets (or more detail) than

you really need (to conserve memory and download time)

• These tickets may be used for multiple plots

Selecting Tickets

select [criteria…]

• Grabs all tickets in entire database which satisfy the given criteria– So be careful with your criteria :)

• Specify any number of criteria in any order– Only tickets matching all specified criteria will

be selected.

Selection by Dates

• Select by date ranges:closed datespec

due datespec

resolved datespec

submitted datespec

updated datespec

Selection by Dates

• Date specifiers are any of the following:from date

before date

between date1 [and] date2

• Dates may be in a wide variety of formats:2/13/00

February 13, 2000

4 weeks ago

Selection by Dates

• N.B.: The date portion of the date specifiers must be enclosed in double quotes or curly braces if it contains spaces:closed from 2/1/00

closed from ”4 weeks ago”

due between {1 week ago} and today

Selection by Dates

• Also, if no time is specified, it defaults to midnight at the start of that date, so this does not include 29 Feb itself:closed between 2/1/00 and 2/29/00

• Whereas, this will include all of Februaryclosed between 2/1/00 and \

”2/29/00 23:59:59”

Selection by Owner/Submitter

• Select by submitter or owner: all tickets from (owned by) any of the people in the list of user ID numbers:from [not] idlist

owner [not] idlist

• The idlist is a list of REQADM user ID numbers...


• These ID numbers are formatted thus:- No user (e.g., not assigned an

owner)

Gdigits Rotation group ID number

Pdigits Person’s own ID number (WWID)

Tdigits Temporary ID number

Xdigits Invalid number


• The idlist may be a single number:select owner P12345678

• Or, it may contain shell-style wildcards *, ? and […]select owner P100*

• Or, it may be a list of ID numbers in braces:select from {G10[0-4] P1234 P1238}

Selection by Attributes

• Select by ticket attributes:flags [not] flag-list

importance [not] priority-list

ontime

overdue

priority [not] priority-list

queue [not] queue-list

status [not] status-list

Selection by Flag Attributes

• Flags indicate historical status:amended “Read-only” attrib changed

categorized Category assigned to ticket

merged Others merged into this one

reopened Ever re-opened

requeued Ever re-queued

Selection by Flag Attributes

• The flaglist may be a single flag:select flags reopened

• Or, it may be a list of flags in braces:select flags {merged requeued}– This will select all tickets for which any (not

necessarily all) of the flags are true!

• Flag names may be abbreviated:select flags not {m req}

Selection by Priority

• Priorities have their usual names:urgent high medium low

• The same rules apply to selecting with lists of priorities as we just discussed about flags:select priority {high urgent}

select importance not l

Selection by Timeliness

• Two simple boolean keywords are provided to select tickets based on timeliness:ontime

overdue

• They simply compare the tickets’ due date vs. their resolution date.

Selection by Queue

• Selecting based on queue works just like priorities, except you use queue names as defined in your system:select queue request

• The same rules apply to selecting with lists of queues as with the others:select queue {restore project}

select queue not {req* res* proj*}

Selection by Status

• Status values work like the flags, but describe the ticket’s current state:active Open, not stale or due

closed Resolved and approved

due Open, due within 1 hour

merged Merged into another ticket

new Never assigned to an owner

open Active/due/new/pending/stale

Selection by Status

pending “On hold” pending external action

resolved Resolved but not approved yet

requeued Moved to a different queue

stale Open, no updates in too long

• These behave like the flags described previously with respect to lists, negation, abbreviation, etc.

Selection by System

• Select by affected system:platform [not] list

system [not] list

sysloc [not] list

• The items in these lists are as defined in your “systems.conf” file:select platform Intel::Linux

select system {fred barney wilma}

Selection by System

• An incomplete platform with trailing “::” includes all sub-platform types in the query:select platform Intel::

• Wildcards may also be used in these names.

Selection by Subject

• Select by ticket subject:subject [not] [-case] [-regexp] pattern

• The pattern may contain wildcards or a regular expression. Don’t forget to put quotes or braces around the pattern if it contains spaces.select subject *mail*

• Use -case option to match with exact case (default is case-insensitive matching)

Selection by Category/Type

• In REQADM 1.2, the following criteria require loading extra data from the server and will significantly slow your query:category [not] list

type [not] list

• They select based on root-cause category and problem type, respectively.

Selection by Category/Type

• Wildcards are allowed, as are multi-item lists.

• However, if any item contains spaces, it must be quoted inside the list, too. Best to use braces here rather than quotes:select category not unix/*

select type {{Printer Issue} Network}

• Use the short category codes, not the full English descriptions, for category

Selection Criteria

• Each select or filter starts over with a fresh set of tickets, completely overriding the previously-selected (or filtered) ticket list.

• Including the add keyword to the criteria will cause this select or filter to add the tickets matching its criteria to the set already selected by the previous one(s).

Selection Criteria

# get all tickets open now, and

# all those resolved since the

# start of 2000.

select resolved from 1/1/00

select add open

Selection Criteria

• Each select or filter criterion may only be specified once per selection.

• Multiple select or filter criteria imply an “and” between them: only tickets matching all criteria will be selected.

• An “or” operation is performed by following the first select or filter statement with another, and including the “add” keyword.

Simple Queries


Selection Filtering

• Apply filters to refine the selected ticket set even further

• Temporarily narrow the criteria for a portion of the graph, perhaps

• Same criteria keywords and options as for the select statement

filter [criteria…]

Selection Filtering

select resolved from 1/1/00

# now graph all resolved ...

filter overdue

# now graph the set of those

# which were overdue ...

Selection Filtering

• You can “reset” the filter at any time, giving you back the full set of selected tickets, by leaving out all criteria (setting the filter to allow everything):filter

Example Graph



EC M ade C om m its


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Example Graph

select resolved from \

”13 weeks ago” queue request

Example Graph






N etw ork/In ternet


M ail/cc:M ail





Logistics



0 50 100 150 200 250 300 350 400 450 500

Example Graph

select resolved from ”4 weeks ago”

filter queue request

Example Graph


ALL Q U EU ES



Example Graph

select status open

Simple Queries


Graphing Data Points

• Now the selected (and filtered) tickets can be plotted on a graph

• Each “tick” on the x axis is a “sample” or “bucket” in which a set of qualifying tickets will be gathered, and the value of tickets in the sample bucket will be plotted to the y axis.

Example Graph



EC M ade C om m its


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ber of T

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WW45SampleBucket

WW46SampleBucket

Constant

Line

Bar

Legend

Example Graph






N etw ork/In ternet


M ail/cc:M ail





Logistics



0 50 100 150 200 250 300 350 400 450 500

MailSampleBucket

NetworkSampleBucket

WW06Sub-Sample

WW05Sub-Sample

x Axis Stacked Bar

Example Graph


ALL Q U EU ES



“low”SampleBucket

“medium”SampleBucket

LegendPie

Graphing Data Points

graph style type attribute [options]

graph const value [options]

• Tabulates ticket data by scanning selected tickets and adding their attributes to the sample buckets

• Plots the resulting values of the samples on the graph

Graph Styles

• The style parameter determines the type of graph to be plotted:bar

const

line

pie

stacked

• Note that “constant” line graphs have a different syntax (just value and options)

Graph Types

• The type parameter specifies the type of data to collect in each sample:count all

• Total number of tickets in sample

count attrlist• Total number of tickets in sample which had all of the

attributes in attrlist true during the sample period– reopened requeued merged ontime overdue active closed due new open pending resolved stale

Graph Types

ratio attrlist• Ratio of the number of tickets for which all the

attributes in attrlist were true, vs. the total number of tickets in the sample.

• Same values for attrlist as with count

average sattr• Average of the sattr values for all tickets in sample

sum sattr• Sum of the sattr values for all tickets in sample

Graph Attributes

• The attribute parameter specifies the attribute which assigns each ticket to a sample bucket.

• If your x axis type is date-related, you need to use a date attribute.graph line count all resolved

Graph Options

-color list• List of colors to use for graph elements.

• Use X color names or #rrggbb.

-label string• Set the graph element label for the legend area.

-y2• Plot to the y2 axis.

Graphing Multiple Elements

• Place one graph statement per element you wish to appear on the same graph.

• When the graph is complete, end it:end [-keep]

• Use the -keep option to keep the selected set of tickets from the previous graph to use on the next one. This avoids selecting the same tickets all over again.

Example Graph



EC M ade C om m its


W ork W eek

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Example Graph



graph bar count all resolved \

-y2 -label ”TICKETS RESOLVED”

graph line ratio ontime \

resolved -label ”% Made Commits”

graph const .95 -label Goal

end

Example Graph


ALL Q U EU ES



Example Graph

x values -sort -exec prioritySort

select status open

graph pie count all priority \

-color {red yellow green blue}

end

Hints

• Elements are plotted in the order specified.– If you plot lines and bars together, plot the bars

first, so the lines will go “on top” of the bars (otherwise they’re hard to see).

Stacked Bar Elements

• Mostly like bar elements, but each bar contains “subsamples” showing proportions of components making up the full bar

• For example, change the bar graph of tickets resolved per week– Each week’s bar broken into request priorities– See how many of each priority were resolved

Stacked Bar Graph Options

-colormap {sampID color sampID color…}• Map specific colors to specific subsamples in the

bars.

• Use X color names or #rrggbb.

-subattr attr• Specify attribute used for subsamples in each bar.

-subvalues• Use actual value of attr as the sample ID, rather

than a date-based translation of it.

Stacked Bar Graph Options

-sublabel labelspec• Use this instead of -label to set legend keys

%h Month from sample ID (“Jan”, “Feb”, etc.)

%d Date from sample ID (“01”, “02”, etc.)

%H Hour from sample ID (“00”, “01”, etc.)

%k Intel work week from sample ID (“01”, “02”, etc.)

%K Intel work year from sample ID (“Jan”, “Feb”, etc.)

%Q Quarter from sample ID (“1”, “2”, etc.)

%W Week number from sample ID (Monday-based)

%U Week number from sample ID (Sunday-based)

%% Percent sign (“%”)

Example Graph



graph stacked count all resolved \

-y2 -subattr priority -subvalues

graph line ratio ontime \

resolved -label ”% Made Commits”


end

Example Graph



EC M ade C om m its

H IG H low m edium

urgent % M ade C om m its G oal

W ork W eek

Mad

e C

omm

itsN

umber of T

ickets

W W 46 W W 47 W W 48 W W 49 W W 50 W W 51 W W 52 W W 01 W W 02 W W 03 W W 04 W W 05 W W 060%

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Performance Hints

• Avoid selection criteria category and type

• Unless you exclude closed requests, or ask for at least one date-related criterion, or a single non-wild-carded owner or submitter, the client will have to select a larger number of tickets to be downloaded and filtered at the client side, which may take longer.

Performance Hints

• Avoid using the following ticket attributes:body catdesc categorycclist eventlist full-

eventlist

fromname fromuser ownername

owneruser requestedBy timescore

type

• Try to group similar charts together and keep a common selection for all of them.

Advanced Queries

• Query language actually much more advanced and flexible than we’ve shown yet.

• Many more sophisticated kinds of charts and queries possible, but require a bit more work to get.

• Once working set is selected, you can analyze any attributes in any manner, even using external databases or services.

Query Syntax

• But first, let’s cover some ground rules about what you can put into a query.

• Query is a series of statements.

• Statements are a series of words separated by semicolons (“;”) or newlines.

• Words are separated from each other by spaces and/or tabs.

Query Syntax

• If the first character of the first word in a statement is an octothorpe1 (“#”), the remainder of the line is considered to be a comment and is ignored.– Anyplace else they have no special meaning.– To add a comment after a statement, separate them with

a semicolon:title ”Q1 2000”; #set title for chart

1A.k.a. “pound sign”, “sharp”, “pound”, “hash”, “tic-tac-toe”, etc. Betcha didn’t know it had an official name, eh? It’s the only character name sillier than “ampersand” if you ask me...

Query Syntax

• Long statements may be continued on multiple lines

• If the last character on a line is a backslash (“\”), the newline doesn’t count as a statement separator (just a normal word delimiter).

• Beware:– Must really be the last character (no spaces)– Even comment lines are continued this way

Query Syntax

• Text strings (titles, attribute names, dates, etc.) do not need to be in quotes unless they contain special characters or spaces).

• Two kinds of quotes are available:– ”Double quotes”

• Interpolation allowed

– {Curly braces}• Literal text, no interpolation

• Great for list parameters (they can nest)

Query Syntax

• “Interpolation” allows substitution of certain special symbols in a statement before it is executed.– $name interpolates the value of a variable– [statement] executes the statement,

substituting it with the result it produces.– \char is replaced by a special character:

•\n \b \r \t \[ \$ \\ \” etc.

Variables

• You may use variables to hold data temporarily while building a query and analyzing data.set user ”steve”

set month 1

set tickets {12345 12370 12398}

• Read the value of a variable by interpolation:set x $y

Conditionals

• Conditional execution via the “if” statement:if expression statement [else statement]

if {$var < 200} {

# do something…

} else {

# do something else…

}

Other Flow Control

• All the standard programming features:while expression statements

foreach var list statements

for setup expression increment statements

proc varlist statements

Naming Rules

• To avoid colliding with internal values used by reqadm-report, don’t name your procedures or variables:– Anything starting with RA__– TicketData– TicketList– date_adj– Any other pre-defined name mentioned in the

reqadm-report documentation.

Advanced Axis Configuration

• You can customize the sampling of tickets for the x axis by using these options to the x statement:-custom formula

• Alternative to the standard samples (“weekly”, etc)

• Formula is a series of characters indicating conversions between the significant dates of the tickets and sample bucket ID codes.

• Specific conversion codes detailed in documentation


-sort -exec statements• Custom sorting specification. Statements (generally

the name of a defined procedure) executed with two arguments; return value determines sort order of those two arguments.

-sort -exec prioritySort• Pre-defined routine to sort priority codes in order

from urgent to low.


-ticklabel -exec statements• The statements are executed to determine the

sample label to be placed on each ticket.

• The following codes are expanded in the statements:%# Replaced with the ticket number.

%S Replaced with the sample ID for this set of tickets.

Advanced Graphing

graph style type -sample statements• The statements are executed to determine the

sample in which to place each ticket, rather than dropping into sample buckets by date attribute.

• Return a list of sample IDs to which the ticket should belong.

• The following code is expanded in the statements:%# Replaced with the ticket number.

Advanced Graphing

sampleRange attrlist ticketnumber [options]• Pre-defined statement to return a list of samples

during which the specified attributes in attrlist are true.

• Options:-all All samples from submission to now.

-min dt The date dt is the earliest to consider.

-max dt The date dt is the latest to consider.

Advanced Graphing

-if statements• Consider a ticket to belong to the sample only if the

statements return true.• The following symbols are substituted in the statements:

%# The ticket number being examined.

%S The current sample ID.

-value statements• Rather than sample the actual attribute value, execute the

statements and use their return value as the sampled value for the graph.

Advanced Graphing

-subsample statements• For stacked bar elements, execute the statements to

determine which tickets belong in each subsample.

Built-In Procedures

requestAttr ticket attr [-date]• Return the value of the specified attribute from the named ticket.

• Attributes include:body flags

catdesc [level] from fromname fromuser

category importance

cclist is...

closed newnumber newqueue

due number

eventlist ontime overdue

full-eventlist owner ownername owneruser

Built-In Procedures

prioritySort a b• Used as a sort procedure.

• Returns a negative number if a is a priority name of greater urgency than b, positive if a is lower than b, or zero if they are equal.

Built-In Procedures

expandTokens pattern date• Expand %-tokens in the pattern string based on the

supplied date value.

event attr list• Extract the specified event attribute from the list of

values, such as those returned by [requestAttr eventlist]

priorityLabel ticket attr• Convert ticket’s priority to form suitable for use with

the -subsample graphing option.

Built-In Procedures

CONFIG tag• Retrieve the value of the given configuration tag from the

reqadm.conf file on the server.

getSystemTypeList

firstSystemName type

nextSystemName• Get lists of known platform types and hostnames

username id

fullname idConvert ID number to username or full name.

Built-In Procedures

getOwnerList

getRotationList

getQueueList• Get lists of known request owners, groups and

queues.

Example Graph






N etw ork/In ternet


M ail/cc:M ail





Logistics



0 50 100 150 200 250 300 350 400 450 500

Example Graph

x values -top 10 -flip -sort -values

graph stacked count all -sample {

list [list [requestAttr %# {catdesc 1}]]

} -subcustom Kk -sublabel \

”Tickets Resolved WW%k %K” \

-subattr resolved

end

Another Example

• Measure “first touch” resolution: how many tickes were only assigned once?

• For each ticket, retrieve its event history and count how many assignments you find.

First Touch Resolution

title ”First Touch Resolution”

subtitle ”(Assigned to only 1 non-group)”

proc 1st_touch ticket {

set count 0

foreach e [requestAttr $ticket eventlist] {

if {[event type $e] == ”assignment”

&& [string range [event towhom $e] 0 0] != ”G”} {

incr count

}

}

return [expr $count < 2]

}


x iweekly -label ”Work Week”

y % -label ”First Touch”

y2 -label ”Request Tickets”

select resolved from {13 weeks ago}

graph line ratio all resolved -if {1st_touch $#} \

-label ”% First Touch”

graph line count all resolved \

-label ”Total Resolved Tickets” -y2


end



(ASSIG N ED TO O N LY 1 N O N-G RO U P)

First Touch R esolution

% FIRST TO UCH Total R esolved Tickets G oal

W ork W eek

Fir

st T

ouch

Req

uest Tickets

W W 46 W W 47 W W 48 W W 49 W W 50 W W 51 W W 52 W W 01 W W 02 W W 03 W W 04 W W 05 W W 060%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

94

188

282

376

470

564

658

752

846

940

Employee Statistics

• For each system administrator, what is the frequency of tickets they resolve on time?

• Set up a loop of each request owner, and plot a new graph for each, showing total tickets resolved by them and how many were on time.

Employee StatisticsSelect resolved between 1/1/99 and 1/1/00

foreach owner [getOwnerList] {

set wwid [lindex $owner 0]

title ”1999 Request Statistics”

subtitle [fullname $wwid]

x iweekly -label {Work Week}

y -label {Tickets Resolved}

filter owner $wwid

graph bar count all resolved -color blue \

-label {Total tickets resolved}

graph line count overdue resolved -color red \

-label {Tickets resolved late}

end -keep

}

Employee Statistics

R EQ ADM 1.2_BETA_P10 / G EN ER ATED 24 JAN 2000 18:49:35

J. R AN D O M PEN C ILPU SH ER

1999 R equest S tatistics

TO TAL T IC KETS R ESO LVED Tickets reso lved la teW ork W eek

Tic

kets

Res

olve

d

W W 02 W W 03 W W 04 W W 05 W W 06 W W 07 W W 08 W W 09 W W 10 W W 11 W W 12 W W 13 W W 14 W W 15 W W 16 W W 17 W W 18 W W 19 W W 20 W W 21 W W 22 W W 23 W W 24 W W 25 W W 26 W W 27 W W 28 W W 29 W W 30 W W 31 W W 32 W W 33 W W 34 W W 35 W W 36 W W 37 W W 38 W W 39 W W 40 W W 41 W W 42 W W 43 W W 44 W W 45 W W 46 W W 47 W W 48 W W 49 W W 50 W W 51 W W 52 W W 01

0

13

26

39

52

65

78

91

104

117

130

Raw Data Dumps

• Rather than analyzing the ticket data, you can simply “dump” fields of your selected tickets to a CSV file.

• Import to spreadsheets or other reporting tools for further analysis

• First, select a working set of tickets in the usual way.

Raw Data Dumps

• Then, rather than graphing anything, simply use the dump statement:dump reportname [options]

-comments– Include comments in output file describing contents

-events– Include the ticket event history in the CSV file

-fields list– Specify which fields to export for each ticket

-text– Include full request body text in CSV file

Raw Data Dumps

• No sampling or analysis is done, so no axis setup statements.

• Example:select status open

dump rep1 -fields {queue number priority owner due} -comments

end

Raw Data Dumps

###########################################################GENERATED-BY: REQADM 1.2_beta_p10 / Generated 05 Feb 2000 #TITLE: #SUBTITLE: #DATASET: rep1#FIELDS: queue number priority owner due##########################################################request,126456,medium,P10072347,02/03/2000 14:14:55request,126142,high,G2027,01/27/2000 16:13:45request,108636,medium,P10580084,10/05/1999 23:59:59request,119806,low,P10566404,11/20/1999 11:45:37project,31628,medium,P10503190,09/08/1997 18:21:54

Documentation Available

• Manpages– reqadm-report(1)

• Full description of the tool and query language

– reqadm-report(5) • Description of file formats produced by reqadm-

report.

– Also available under “manpages” in the REQADM web help area.

• Tcl language reference books.

Documents

Generating Reports with REQADM 1.2 Steve Willoughby PMD Engineering Computing