On Thu, Sep 29, 2011 at 1:26 PM, Richard McMahon <r...@ast.cam.ac.uk> wrote: > >> 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
Started is set when status is changed from initial to any not initial, for example new->open. It often happens on reply by auto scrip but may happen on other events. > This time is not the time for first response with a requestor It's not. > Is there a recommended way to record the 'first contact/response' time > without analyzing the transactions? You can do it with a scrip and store datetime in a custom field. > 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 > -- Best regards, Ruslan. -------- 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