On 29 Sep 2011, at 10:26, Richard McMahon wrote: > 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?
I don't think so. You're basically looking for the first response transaction which isn't from a Requestor. I think you might have to do that the hard way. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -------- 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
