On Thu, Sep 29, 2011 at 1:57 PM, Raed El-Hames <raed.el-ha...@daisygroupplc.com> wrote: > Richard, > >> Is there a recommended way to record the 'first contact/response' time >> without analyzing the transactions? > > You can going forward , I've done something similar a while back , my > requirement were to calculate the first response time to the customer from > the ticket created time, responses to customers are always in correspondence > , so I created a custom field FirstResponse and a scrip with condition on > correspondence with action that look for the TransactionObj->Creator if it's > a staff member (based on group membership), then I populate the FirstResponse > with the diff in minutes between TransactionObj->Created and > TicketObj->Created. --Obviously if the FirstResponse is already populated > then return undef, ie no need to do anything. > > As I said this will only help you going forward, for existing tickets , I am
It's possible to run rt-crontool to repeat a scrip on existing tickets. It would be slow but will do the job. afraid it have to be the hard way, but I would use the RT Api and not sql directly. > > Hop that helps. > > Regards; > Roy -- 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
