First steps of a new Helpdesk statistics plugin

helpdesk-statistics-plugin.png

I'm a new developer in the Tuleap development team. Today, I 'm going to introduce you the project I'm working on.

A new Helpdesk statistics based on Tuleap trackers

I've started my work using an application initiated sometime ago. Written in AngularJS, this standalone app has been initially designed to retrieve data stored in a customer support tracker using the Tuleap's REST API. The aim was to exploit these data and to display statistics as lists, tables or graphs.

Until now, this application is tested at Enalean. This plugin enables monitor the customer support activity each month with already a cool bunch of features :

  • Number of opened and closed support tickets on a period.
  • Average acknowledgement and resolution duration of support tickets.
  • Bugs and security issues submitted on Tuleap.net that are duplicated tickets across different Tuleap instances.
  • Number of exchanges done between support team and requesters while resolving the issue.

My very first work was to refactor, restructure and unit tests the entire source-code in order to start over on good basics. Then, I focused on developing new features for this application according to the needs of a common customer department:
  • Graph of evolution and resolution rate computation for the number of opened and closed tickets.
  • tuleap-helpdesk-open_closed_tickets
  • Re-write algorithms computing acknowledgment and resolution durations in order to be more accurate.
  • tuleap-helpdesk-acknowledgement_response_durations.png
  • Compute average acknowledgement and resolution durations by contract type (SLA, no SLA).
  • Display a timeline view of every changeset submitted during a period, allowing to distinguish the different teams involved in the Helpdesk activity for the number of changesets stats
  • tuleap-helpdesk-timeline
    tuleap-helpdesk-changesets

 

What’s next ?

The next development step is to integrate gradually the application as a new plug-in in Tuleap. To achieve this goal, we have :

  1. First to make it generic in order to allow people to use it with their own clients and their own platform.
  2. Secondly, we will need to build up a specific tracker template which require the usage of some specific fields. They will be essential to map data received from Tuleap (ticket acknowledgement date, resolution date, type of the request, urgency, etc.).
  3. Thirdly, we will apply the new on-development Burning Parrot theme according to the mockups designed by the Tuleap design team.

In the same time, we are brainstorming on a way to track the time spent by a Helpdesk department. This work will be based on a hackathon lead by Nicolas Terray and Benjamin Dauton a few month earlier. It would allow companies to keeping track of time spent for their support activity.

Until now, you can already create Kanban boards and customize your trackers for your Helpdesk activity. That's work too!

Would you be interested to helpdesk activity into Tuleap? Enter your email at the bottom of this page or here . We'll keep you informed about updates.
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