Find time span between dates

RT Users
1

Hi,

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.

Many thanks

Steve
[RT v3.6.2]

Dr Steven Platt
Bioinformatician
Statistics, Modelling and Bioinformatics
Health Protection Agency
Centre for Infections
London
www.hpa.org.uk/bioinformatics

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2

Steven;

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.

Regards;
Roy

Steven Platt wrote:

3

Hi Roy

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.

Cheers,
GarethFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Raed El-Hames
Sent: Friday, April 16, 2010 6:02 AM
To: Steven Platt
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] find time span between dates

Steven;

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.

Regards;
Roy

Steven Platt wrote:

Hi,

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.

Many thanks

Steve

[RT v3.6.2]

Dr Steven Platt

Bioinformatician

Statistics, Modelling and Bioinformatics

Health Protection Agency

Centre for Infections

London

www.hpa.org.uk/bioinformatics http://www.hpa.org.uk/bioinformatics

The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of the
named addressee(s). It may not be disclosed to any other person
without the express authority of the HPA, or the intended recipient,
or both. If you are not the intended recipient, you must not disclose,
copy, distribute or retain this message or any part of it. This
footnote also confirms that this EMail has been swept for computer
viruses, but please re-sweep any attachments before opening or saving.
HTTP://www.HPA.org.uk

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

Gareth;

I have n’t my actual scrip to hand at the moment but the below should work ;
Create global custom field (field that applies to all queues) and call
it “TimeToUpdate”

Create global scrip:
Scrip Condition: On Status Change
Scrip Action: User defined

Custom action preparation code:
if ($self->TransactionObj->NewValue eq ‘open’ and
$self->TransactionObj->OldValue eq ‘new’) {
return 1;
} else {
return undef;
}

Custom action cleanup code:
my $cf_v = $self->TicketObj->FirstCustomFieldValue(‘TimeToUpdate’);
if (($cf_v) && ($cf_v != ‘’)) {
return undef;
}
my $now = new RT::Date($RT::SystemUser);
$now->SetToNow();
my $createdObj = $self->TicketObj->CreatedObj ;
my $diff = $now->Diff($createdObj);
my $cf_obj = RT::CustomField->new(RT::SystemUser);
$cf_obj->LoadByName(Name=> ‘TimeToUpdate’);
$cf_obj->AddValueForObject(Object => $self->TicketObj, Content => $diff);
return 1;

By the way ->Diff will populate the field with number of seconds ; I
think in Date.pm there is a method
->DiffAsString that you can use instead of ->Diff which gives you human
readable difference

Regards;
Roy

Gareth Tupper wrote:

5

Hi Steven,

I have done this to measure the time (in days) between Created and
Resolved by extending the ticket column_map this way:

For 3.6.x place a file under
local/html/Callbacks/MyCallbackname/Elements/RT__Ticket/ColumnMap/ColumnMap

For 3.8.x this would be
local/html/Callbacks/MyCallbackname/Elements/RT__Ticket/ColumnMap/Once

with the following content:
<%ARGS>
$COLUMN_MAP => {}
</%ARGS>
<%INIT>
$COLUMN_MAP->{DaysCreatedToResolved} = {
title => ‘DaysCreatedToResolved’,
value => sub {
my $Created = $[0]->CreatedObj->SetToMidnight;
my $Resolved = $[0]->ResolvedObj->SetToMidnight;
return ‘’ unless ( $Resolved > 0 );
return ‘< 1’ if ( $Resolved == $Created );
return ($Resolved-$Created)/60/60/24;
}
}
</%INIT>

Use it as a guide for your way :wink:

ChrisAm 16.04.2010 14:11, schrieb Steven Platt:

Hi,

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.

Many thanks

Steve

[RT v3.6.2]

Dr Steven Platt

Bioinformatician

Statistics, Modelling and Bioinformatics

Health Protection Agency

Centre for Infections

London

__www.hpa.org.uk/bioinformatics http://www.hpa.org.uk/bioinformatics

The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of the
named addressee(s). It may not be disclosed to any other person without
the express authority of the HPA, or the intended recipient, or both. If
you are not the intended recipient, you must not disclose, copy,
distribute or retain this message or any part of it. This footnote also
confirms that this EMail has been swept for computer viruses, but please
re-sweep any attachments before opening or saving. HTTP://www.HPA.org.uk

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com