Started: Tue, Aug 16, 2011 3:02:18 PM
Hi,
It looks to me that Started is updated when the ticket is taken or any
transaction to the ticket. e.g. queue change
This time is not the time for first response with a requestor
Is there a recommended way to record the 'first contact/response' time
without analyzing the transactions?
r.
On Wed, 28 Sep 2011, Francisco Jen Ou wrote:
Date: Wed, 28 Sep 2011 16:45:10 -0300
From: Francisco Jen Ou <fje...@intercomti.com.br>
To: Jason Ketola <jket...@maxmind.com>
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Doing response-time analytics
Hi,
If you have access to RT server console, you can run this command:
/opt/rt4/bin/rt show -l ticket/ticket_number
which will give you detailed data and these 2 interesting fields:
...
Created: Tue, Aug 16, 2011 3:00:37 PM
...
Started: Tue, Aug 16, 2011 3:02:18 PM
Em 28-09-2011 16:19, Jason Ketola escreveu:
Hi,
I'm trying to figure out how to do analytics on response times to
messages. That is, I want to be able to graph, for instance, how long
it's taking on average for messages hitting our queue to get a response
(I'm not looking for time to resolution). From what reading I've done,
it seems like I'll need to create a custom field to do this, right? Or
is there somewhere else I should look?
Thank you!
Jason
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
-------------------------------------------------------------------
Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519
University of Cambridge | (switchboard) 1223-337548
Institute of Astronomy | (secretary) 1223-337516
Madingley Rd | FAX 1223-337523
Cambridge, CB3 OHA, UK. | mobile 7885-409019
Office: Hoyle 18 | home 1223-359770
-------------------------------------------------------------------
email: r...@ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype: richardgmcmahon
-------------------------------------------------------------------
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
