Gareth;
I have n't my actual scrip to hand at the moment but the below should work ;
Create global custom field (field that applies to all queues) and call
it "TimeToUpdate"
Create global scrip:
Scrip Condition: On Status Change
Scrip Action: User defined
Custom action preparation code:
if ($self->TransactionObj->NewValue eq 'open' and
$self->TransactionObj->OldValue eq 'new') {
return 1;
} else {
return undef;
}
Custom action cleanup code:
my $cf_v = $self->TicketObj->FirstCustomFieldValue('TimeToUpdate');
if (($cf_v) && ($cf_v != '')) {
return undef;
}
my $now = new RT::Date($RT::SystemUser);
$now->SetToNow();
my $createdObj = $self->TicketObj->CreatedObj ;
my $diff = $now->Diff($createdObj);
my $cf_obj = RT::CustomField->new(RT::SystemUser);
$cf_obj->LoadByName(Name=> 'TimeToUpdate');
$cf_obj->AddValueForObject(Object => $self->TicketObj, Content => $diff);
return 1;
By the way ->Diff will populate the field with number of seconds ; I
think in Date.pm there is a method
->DiffAsString that you can use instead of ->Diff which gives you human
readable difference
Regards;
Roy
Gareth Tupper wrote:
Hi Roy
If you wouldn't mind, could you share the scrip that you used to accomplish this?
I'm just setting up a small RT installation & those metrics seem like they
would be great to start recording.
Cheers,
Gareth
-----Original Message-----
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames
Sent: Friday, April 16, 2010 6:02 AM
To: Steven Platt
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] find time span between dates
Steven;
As far as I know there is n't ; what I did is create a global custom
field , and a global scrip that populates its values with condition on
Status change from new to open, and the action is user defined
subtracting the unix time now - the unix created time; then populating
the field (in seconds).
Our tickets hardly go back to new once are opened , but an if to see if
the custom field is empty will be a good safe guard.
Obviously this is only useful going forward, for existing tickets you
will need to write a script (perl/whatever), pull the tickets you need
and work out
Started - Created then populate the field, its fairly straight forward
with Perl and the RT api.
Regards;
Roy
Steven Platt wrote:
Hi,
Is there a way to report the difference between RT dates (Created &
Started) , either in the standard or advanced search ?
I ' m looking to generate a report to reflect how rapidly requests are
addressed by our support staff.
Many thanks
Steve
[RT v3.6.2]
Dr Steven Platt
Bioinformatician
Statistics, Modelling and Bioinformatics
Health Protection Agency
Centre for Infections
London
www.hpa.org.uk/bioinformatics <http://www.hpa.org.uk/bioinformatics>
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
