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] Doi
On Thu, Sep 29, 2011 at 1:57 PM, 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 r
..@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, A
gt; 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
>> To: Jason Ketola
>> Cc: rt
On 29 Sep 2011, at 10:26, Richard McMahon wrote:
> 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/
#x27; 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
I don't see an easy way.
All RT transactions are registered in a table called Transations. You
can do this select in Mysql rt4 db:
select * from Transactions where ObjectType = 'RT::Ticket' and Type =
'EmailRecord' and ObjectId = ;
( is the ticket number), which will return all the tran
This is very helpful.
Is there a way to track responses to client responses to tickets. As an
example, maybe I was fast at responding to the initial request that
created the ticket, but I was slow with getting back to their follow-up
on the same ticket.
On 09/28/2011 03:45 PM, Francisco Je
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
On Wed, Sep 28, 2011 at 12:19 PM, Jason Ketola wrote:
> 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
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 l
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