Thanks everyone.
I'll give something like this a try and see how it goes.
Jason
On 09/29/2011 05:57 AM, Raed El-Hames 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
afraid it have to be the hard way, but I would use the RT Api and not sql
directly.
Hop that helps.
Regards;
Roy
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-----Original Message-----
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Richard McMahon
Sent: 29 September 2011 10:26
To: Francisco Jen Ou
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Doing response-time analytics
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
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* Chicago, IL, USA September 26& 27, 2011
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