Difference between ages


#1

I’ve looked through the list archives and read the manual, but I’m not clear
on the difference between: “Told”, “Age”, and “Last”. Here’s my guesses:

Last: the amount of time since a request was last responded to
Age: the amount of time since a request was created
Told: … no idea …

Here’s a suggestion:

It would be nice to know the total time that a request took from when it was
opened until when it was resolved. In other words, if the clock would “stop
clicking” for a request once it had been marked as resolved.

Any feedback would be appreciated!

Tauren


#2

I’ve looked through the list archives and read the manual, but I’m not clear
on the difference between: “Told”, “Age”, and “Last”. Here’s my guesses:

Last: the amount of time since a request was last responded to
Age: the amount of time since a request was created
Told: … no idea …

Told: the amount of time since a request was last responded to
Last: The amount of time since the last ticket update.

Here’s a suggestion:

It would be nice to know the total time that a request took from when it was
opened until when it was resolved. In other words, if the clock would “stop
clicking” for a request once it had been marked as resolved.

Yep. it would be nice. It might even happen someday :slight_smile:
.

Any feedback would be appreciated!

Tauren


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent — root@eruditorum.orgjesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
Pelcgb-serrqbz abj!


#3

I’ve looked through the list archives and read the manual, but I’m not clear
on the difference between: “Told”, “Age”, and “Last”. Here’s my guesses:

Last: the amount of time since a request was last responded to
Age: the amount of time since a request was created
Told: … no idea …

Hm … this question has been asked before, maybe it should be included in
the FAQ? At least it is in some docs there.

Last is the last action … regardless of whether it’s from or to the
requestor, or if it’s a comment.

Told is last time we touched the user somehow. There is a link to update
this from RT that should be used when communication is done outside RT.

It would be nice to know the total time that a request took from when it was
opened until when it was resolved. In other words, if the clock would “stop
clicking” for a request once it had been marked as resolved.

This is the secound request for this feature in a short time now. It
sounds like a nice feature to me. Anyway, we have to priority a stable
and usable 2.0 release as for now.

tobix@fsck.com


#4

It would be nice to know the total time that a request took from when it
was
opened until when it was resolved. In other words, if the clock would
"stop
clicking" for a request once it had been marked as resolved.

This is an implementation detail, but I have created a shell script that
does
this very thing. One problem is that a request can have multiple resolves.

This was a problem for my shell script that I “fixed” using tail. I can’t
seem
to find an sql solution for MySQL though.

My suggestion is to add a “state_last_changed_date” a part of the request
(add a
field/column in the each_req table I think) and not have to be derived from
searching the transaction data. Any change to the state would set the date
field.
This would make it easy to get the following items of info:

How long has a stalled request been stalled (now -
state_last_changed_date).
How long did it take to resolve this request (state_last_changed_date -
created_date)

which seem to be very useful tracking statistics.

The last_action_date field doesn’t quite do it since comments can be added
to a ticket
without changing its state.

Quips, comments, suggestions, answers?

Followups should go to rt-develop.

– rouilj