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
Visit our website today www.daisygroupplc.com
Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire
BB9 5SR
Company Registration Number: 4145329 | VAT Number: 722471355
Daisy Communications Limited is a company registered in England and Wales.
DISCLAIMER
This email (including any attachments) is strictly confidential and may also be
legally privileged. If the recipient has received this email in error please
notify the sender and do not read, print, re-transmit, store or act in reliance
on the email or its attachments and immediately delete this email and its
attachments from the recipient's system. Daisy Communications Limited cannot
accept liability for any breaches of confidence arising through use of email.
Employees of Daisy Communications Limited are expressly required not to make
any defamatory statements and not to infringe or authorise any infringement of
copyright or any other legal right by email communications. Any such
communication is contrary to the company's policy and outside the scope of the
employment of the individual concerned. Daisy Communications Limited will not
accept any liability in respect of such a communication, and the employee
responsible will be personally liable for any damages or other lia
bi
lity arising.
If you are the intended recipient of this email please ensure that neither the
email nor any attachments are copied to third parties outside your organisation
or saved without the written permission of the sender. In the event of any
unauthorised copying or forwarding, the recipient will be required to indemnify
Daisy Communications Limited against any claim for loss or damage caused by any
viruses or otherwise.
WARNING: Computer viruses can be transmitted by email. The recipient should
check this email and any attachments for the presence of viruses. Daisy
Communications Limited accepts no liability for any damage caused by any virus
transmitted by this email or any attachments.
NOTICE TO CUSTOMERS
If you have ordered a telephone number from Daisy Communications Limited
(non-geographic or new line installation) please do NOT arrange for any form of
advertising until the number is live and tested.
-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
To: Jason Ketola
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 Tra