If you wouldn’t mind, could you share the scrip that you used to accomplish this? I’m just setting up a small RT installation & those metrics seem like they would be great to start recording.
GarethFrom: email@example.com [mailto:firstname.lastname@example.org] On Behalf Of Raed El-Hames
Sent: Friday, April 16, 2010 6:02 AM
To: Steven Platt
Subject: Re: [rt-users] find time span between dates
As far as I know there is n’t ; what I did is create a global custom
field , and a global scrip that populates its values with condition on
Status change from new to open, and the action is user defined
subtracting the unix time now - the unix created time; then populating
the field (in seconds).
Our tickets hardly go back to new once are opened , but an if to see if
the custom field is empty will be a good safe guard.
Obviously this is only useful going forward, for existing tickets you
will need to write a script (perl/whatever), pull the tickets you need
and work out
Started - Created then populate the field, its fairly straight forward
with Perl and the RT api.
Steven Platt wrote:
Is there a way to report the difference between RT dates (Created &
Started) , either in the standard or advanced search ?
I ’ m looking to generate a report to reflect how rapidly requests are
addressed by our support staff.
Dr Steven Platt
Statistics, Modelling and Bioinformatics
Health Protection Agency
Centre for Infections
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