Calculate Ticket Closure time on resolution

1

Hello Guys,

I’m trying to Calculate Ticket Closure time on resolution and for this i am thinking of using a scrip to be triggered on resolution and which would access the time created and resolved subtract them and update a custom field.

Anyone of you have done this before?

How can i access the times? and also is it possible to make any airthmatic operations on the time?

Response would be sincerly appreciated since this needs to implemented ASAP.

Thanks,
Nishanth Shenoy

2

You can definitely do this with a scrip and set a custom field value to store it, It may be worth searching around here for a similar question I feel its been asked before.

How can i access the times? and also is it possible to make any airthmatic operations on the time?

RT has a great date module that can calculate the differences between two date objects. So you could set one to “now”: $resolvedDate->SetToNow and then get the created date object from the ticket $self->TicketObj->CreatedObj.

Last you can use the Diff date method to get the time between the two date objects and set some custom field to that diff value.

3

@knation, I’m doing something like this.

my $cf1 = $self->TicketObj->ResolvedObj->Unix;
my $cf2 = $self->TicketObj->CreatedObj->Unix;
my $cf3 = $cf1 - $cf2;

Now i want to represent the unix time in dd:hh:ss format. can you please tell me how do i use DurationAsString on this value to get what i want?

4

You can use the Set method for a RT::Date object:
https://docs.bestpractical.com/rt/4.4.4/RT/Date.html#Set

5

I was not able to perform this using the Date class.

However i used a simple math logic to achieve what i needed.

Thanks @knation for your help,

6

If you need to track elapsed business hours from create to close time, things get more complicated. I’ve written an extension which does that: GitHub - catalyst-cloud/RT-Extension-ElapsedBusinessTime: Calculate elapsed business time for tickets