=head1 RT Charts

RT has a built-in charting feature to allow you to create charts
and graphs to visualize ticket data. Charts can be useful for
anything from one-off reports (how many tickets did we process
last year?) to regular status reports that you then include in
shared dashboards that everyone can see.

RT has had charts for a long time, but many significant improvements
were made in RT 4.2. Another significant change was made in RT 5.0
when we converted the web chart library to Chart.js.

Starting in RT 6.0, charts are always rendered by Chart.js.

=head2 Chart Configuration Options

There is an option to use database timezone conversion for
PostgreSQL, MySQL, and MariaDB to enable timezone conversion for
time-based reports. See F<docs/customizing/timezones_in_charts.pod>
for details.

Search for "Chart" entries in L<< C<RT_Config> >> for more information on these
options.

=head1 Basic Charting

Charts are based on the set of tickets returned by a search, so every chart starts
with a search of your RT tickets. When constructing your search, think about
the report you need to generate and try to narrow the results to the set
of tickets that will have the information you want.

=head2 Basic Ticket Search

As a basic example, assume you want to look at activity in July 2012 for
the General queue. First use the Query Builder to build a query with
something like:

    Queue = 'General'
    AND Created >= '2012-07-01'
    AND Created <= '2012-07-31'

This search will give you tickets for July because the criteria uses before
and after for the dates.

This search shows one of the initial things you'll want to consider, which is
the element of ticket metadata you want to use as the basis for time. In
the example we're using Created, but depending on what you are reporting
on you might want Started, Resolved, or any of the other ticket time values.

When selecting the criteria for the time search, make sure it
is appropriate to the report you want to see and be consistent so you
are looking at the right set of tickets in the search and the resulting
charts and reports.

For this example, we'll say the activity we want to look at is new
tickets coming into the queue, and Created works well for that.

=head2 Ticket Charts

If we run the search and look at the results, we get the standard
RT search results page. From this page we can click on Chart in the submenu
on the upper right of the page. This brings us to the Charts page with a
default bar chart showing tickets by status in the General queue.

=for html <img alt="General Queue Status Chart" src="images/general-status-chart.png">

=for :text [General Queue Status Chart F<docs/images/general-status-chart.png>]

=for :man [General Queue Status Chart F<docs/images/general-status-chart.png>]

This chart gives us a nice view of tickets by status and the good news is
most of the tickets in this time period have been resolved. Under the graph
is a "Group by" section and we can see "Status" is selected as the criteria
in the first dropdown in the first section. The second dropdown is also Status
since status only has one representation.

Now let's assume we want to see who was working on those tickets. You can
select Owner from the first 'Group tickets by' dropdown and you'll see
the second dropdown now has options to display labels based on RT user
entries. Select an option and click 'Update Chart' and now you'll see
the tickets displayed by Owner.

=for html <img alt="General Owner Chart" src="images/general-owner-chart.png">

=for :text [General Owner Chart F<docs/images/general-owner-chart.png>]

=for :man [General Owner Chart F<docs/images/general-owner-chart.png>]

In this case, we can see that although people are resolving tickets, they
aren't Taking the tickets and Owner is not getting set. We may want to
remind people to take tickets or even create a scrip to set Owner
automatically on reply or resolve.

Before we do that, we can use more chart features to find out more about
what's going on. The "Group by" portlet allows us to set multiple criteria,
so in the second set of dropdowns we'll select LastUpdatedBy and Name
and click 'Update Chart'.

=for html <img alt="General Owner LastUpdatedBy Chart" src="images/general-owner-lastupdated-chart.png">

=for :text [General Owner LastUpdatedBy Chart F<docs/images/general-owner-lastupdated-chart.png>]

=for :man [General Owner LastUpdatedBy Chart F<docs/images/general-owner-lastupdated-chart.png>]

Now we can see that our culprit seems to primarily be the root user, who
is getting a bunch of work done but isn't taking tickets. Maybe we just
need to remind root to take tickets.

=head2 Group By with Roles

As shown in the example above, you can group by ticket roles to get a
view of tickets based on how various users are attached to the tickets.
Owner is a single-user role meaning a ticket can have only one Owner,
so for that type of group-by, your ticket totals will be the same as
your search result total.

However, most roles allow multiple users. For example, AdminCc can have
the users staff1 and staff1 both assigned, or even one or more groups. In
this case, a group-by chart will show all tickets where staff1 and staff2
are AdminCc's. If they are both on one ticket, it will be charted once for
each, so for these types of group-by graphs, the ticket total isn't shown
because it's no longer the same as the total tickets returned by your
original search.

Starting in RT 4.4.5, you can also group by custom roles. Note that these
group-by charts do a "shallow" search, meaning they group by direct members
of the role and do not go further down to chart members of groups who are
assigned to a role.

=head2 Using Multiple Group Bys

As you can see in the previous example, RT's charts allow you to define
multiple criteria for grouping data from your search results. In many cases,
grouping multiple levels of criteria can reveal interesting and useful graphs.
To give you the greatest flexibility possible, the RT interface allows you
to select from nearly all ticket values, but not all combinations of group
by criteria will make sense or create a helpful chart. If you select some
options and produce a chart that looks jumbled, consider again what
you're trying to visualize from the data.


=head1 Calculated Values

The Calculate section of the RT charts interface allows you to generate
charts with calculated time values. You can select time values used in time
tracking (e.g., TimeWorked) and calculated values from the various timestamps
on tickets like Created, Resolved, etc. Once you have selected the values or
ranges you want to view, you can choose to see an Average, Total, Maximum,
Minimum or a summary presenting them all.

=head2 Viewing Ticket Response Times

As described above, the Calculate section allows you to pull out durations
like how long it took for tickets to be opened, which is the difference
between Created and Started. To create a chart with this information,
we first create a new search to return all resolved tickets for a select
group of queues we're interested in. You could also add some date criteria
to narrow the search to a range of time as in the previous example.

After getting our result set and clicking on Charts, we select
Queue from the "Group by" section so we see data grouped by the queues we
selected. In the Calculate section we select Created-Started from the
first dropdown and the Summary option from the second dropdown and click
"Update Chart".

This generates a detailed chart with a bunch of time data for all of the
queues we selected in our search. It's a little busy, so we might look at
some of the other display options available in the second dropdown.
What we're really interested in is the average time from Created to Started,
since this will give us a general idea how long it's taking people to
initially respond to requests.

The second dropdown in the Calculate section has an option for
"Average Created-Started". If we select that and update the
chart, we see a nice graph of average time for tickets to be opened across
all of the queues we selected.

=for html <img alt="Queue Created Started Chart" src="images/queue-created-started-chart.png">

=for :text [Queue Created Started Chart F<docs/images/queue-created-started-chart.png>]

=for :man [Queue Created Started Chart F<docs/images/queue-created-started-chart.png>]

Now perhaps we also want to see how long tickets stay active. In the Calculate
section you can add Started-Resolved to the first "and then" and select
"Average Started-Resolved" from the second dropdown. Click "Update Chart"
and you've now got a graphical view of how long, on average, tickets are
waiting to be opened and how long people are working on them.

If you use RT for time tracking, you can create similar useful charts
using TimeEstimated, TimeWorked, and TimeLeft.

=head1 Chart Style and Size

Charts default to a bar style, but you can display data as a pie chart
by selecting pie in the "Picture" portlet. You can also adjust the width
height of the generated chart by entering a size in pixels. These width
and height values are saved if you save the chart and are used if
you include the chart on a Dashboard as well.

=head1 Configuring the X-Axis

Sometimes you can generate a chart that contains a large amount of data,
making it difficult to see the important information you are interested
in. For example, you might do a search on a support queue and select a
Group By of Requestor. If you have a bunch of tickets, your chart might
look like the following.

=for html <img alt="Support Tickets by Requestor" src="images/chart-tickets-by-requestor.png">

=for :text [Support Tickets by Requestor F<docs/images/chart-tickets-by-requestor.png>]

=for :man [Support Tickets by Requestor F<docs/images/chart-tickets-by-requestor.png>]

This chart defaults to ordering the results based on the Requestor name,
which makes sense in some cases, but here it doesn't help us understand
our support activity. What we might want to see is which users have opened
the most tickets.

To improve the layout, in the X-Axis section, change Order by from "Label"
to "Value" and change "Ascending" to "Descending". The chart will now order
the X-axis based on the "value" which is the number of tickets for each
Requestor. Selecting "Descending" will display the largest count on the left.

=for html <img alt="Chart Ordered By Value" src="images/chart-ordered-by-value.png">

=for :text [Chart Ordered By Value F<docs/images/chart-ordered-by-value.png>]

=for :man [Chart Ordered By Value F<docs/images/chart-ordered-by-value.png>]

That's better, but maybe you are actually only interested in the top 10 Requestors
in that chart. To trim off all of the low counts, set "Limit chart to" to the
"Top" 10 items. All of the low results are now trimmed off, leaving just the
values you want to see.

=for html <img alt="Chart Limited to Top 10 Results" src="images/chart-limited-to-top-10.png">

=for :text [Chart Limited to Top 10 Results F<docs/images/chart-limited-to-top-10.png>]

=for :man [Chart Limited to Top 10 Results F<docs/images/chart-limited-to-top-10.png>]

=head1 Saving Charts

Much like searches, you can save charts once you get them configured the
way you want. The Privacy setting determines who else on the RT system
will be able to see your saved charts. Note that this setting applies only
to the chart itself and not necessarily the data included which may still
be blocked from other users.

To save a chart, select a Privacy setting, give it a Description and click
Save. Once saved, you can retrieve the chart later by coming to the chart
page and selecting it from the "Load saved search" dropdown and clicking
Load.

When you save a chart, it also becomes available to the Dashboard interface.
This allows you to go to Home > New Dashboard and create a Dashboard that
shows the chart you have created. This can be very useful for charts you
want to monitor frequently or create for others.

If you need to change a chart, load it, make your changes, then click
Update. Delete deletes the saved chart and will also remove it from all
Dashboards that are using it.
