Good evening, I am sorry to resurrect this old message, but I have left the implementation apart to follow other tasks, but now I have to get back to RT in order to fix it.
I have fixed most of the "problem" now, but I always retrieve issue with the reporting phase to retrieve the date\time when the ticket has been put in "workinprogress" state (this is the custom status value). The DB has got a transaction table, and the transactions are store there. The issue is that I cannot find the datetime when the workinprogress status is reached in the DB. In which table I can found this data. At least without scripting in perl (I am a beginner in this field, perhaps almost worse) perhaps I can fix using a join in the DB. Thank you in advance. Regards, Mirko -----Messaggio originale----- Da: Kevin Falcone [mailto:falc...@bestpractical.com] Inviato: martedì 2 aprile 2013 21:59 A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Custom Ticket Status and Timing On Tue, Apr 02, 2013 at 01:17:33PM +0000, Mirko Spuntarelli wrote: > I am trying to set up Request Tracker 4 and I have customized with > business hours, sla and > lifecycle. All I would you like to know if is it possibile to extract > timestamp for my custom > ticket status when the status has changed from a condition to another? For > example: report how > many hours the ticket as been in stall, or to store the date\time the > ticket has been put in > stall and then when it has been reopened. Obviously in my case, the stall > condition, is a > custom Ticket Status. The picture here attached will explain it better... > highlighted you will > find date\time datas I need. Those are Transactions of a Status type. You can iterate them with perl code (in fact, someone earlier today posted loops for looking through transactions during a debugging session) or you can go in the DB if that's easier to pull into an external reporting tool. -kevin