First outbound correspondence

Hello,

How can you tell the first time a person sent an outbound email to the
Requestors using the RT.pm package?

In contrast to an outbound email sent from a scrip or an inbound email?

Thanks

Hello,

How can you tell the first time a person sent an outbound email to the
Requestors using the RT.pm package?

That depends on where you start: command line script, rt-crontool,
scrip, template, mason or something else.

In contrast to an outbound email sent from a scrip or an inbound email?

What are you trying to do?

Thanks

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Best regards, Ruslan.

How can you tell the first time a person sent an outbound email to the
Requestors using the RT.pm package?

That depends on where you start: command line script, rt-crontool,
scrip, template, mason or something else.

In contrast to an outbound email sent from a scrip or an inbound email?

What are you trying to do?

We are trying to get the time from ticket creation to the first
outbound Correspondence from a command line script for reporting.

The intent is to measure how long it takes for the initial response
from a person.

I was able to limp along by doing using

rt show ticket/[Ticket ID]/history

and extracting the data from the output like:

===> Correspondence added by root on Thu Aug 25 07:50:00 2011

It worked but I know there is a better way to do this.

Thank you for any assistance.

From: “Hamilton Preston” 1.hamilton.preston@gmail.com
To: “rt-users” rt-users@lists.bestpractical.com
Sent: Thursday, August 25, 2011 11:28:42 AM
Subject: Re: [rt-users] First outbound correspondence.

How can you tell the first time a person sent an outbound email to
the
Requestors using the RT.pm package?

That depends on where you start: command line script, rt-crontool,
scrip, template, mason or something else.

In contrast to an outbound email sent from a scrip or an inbound
email?

What are you trying to do?

We are trying to get the time from ticket creation to the first
outbound Correspondence from a command line script for reporting.

The intent is to measure how long it takes for the initial response
from a person.

I was able to limp along by doing using

rt show ticket/[Ticket ID]/history

and extracting the data from the output like:

===> Correspondence added by root on Thu Aug 25 07:50:00 2011

It worked but I know there is a better way to do this.

Hamilton,

I recently wrote a script to do something very similar based on the ticket’s creation date/time and the date/time the ticket status was changed from ‘new’ to ‘open’. Look for the ‘rtTicketFirstResponse.pl’ script on my site here:

http://www.ryanfrantz.com/2011/08/15/request-tracker-hacking-reports-2/

You can take that and modify it for your purposes (i.e. change the transaction type you’re searching for).

Ryan

----- Original Message -----

From: “Hamilton Preston” 1.hamilton.preston@gmail.com
To: “rt-users” rt-users@lists.bestpractical.com
Sent: Thursday, August 25, 2011 11:28:42 AM
Subject: Re: [rt-users] First outbound correspondence.

How can you tell the first time a person sent an outbound email to
the
Requestors using the RT.pm package?

That depends on where you start: command line script, rt-crontool,
scrip, template, mason or something else.

In contrast to an outbound email sent from a scrip or an inbound
email?

What are you trying to do?

We are trying to get the time from ticket creation to the first
outbound Correspondence from a command line script for reporting.

The intent is to measure how long it takes for the initial response
from a person.

I was able to limp along by doing using

rt show ticket/[Ticket ID]/history

and extracting the data from the output like:

===> Correspondence added by root on Thu Aug 25 07:50:00 2011

It worked but I know there is a better way to do this.

Hamilton,

I recently wrote a script to do something very similar based on the ticket’s creation date/time and the date/time the ticket status was changed from ‘new’ to ‘open’. Look for the ‘rtTicketFirstResponse.pl’ script on my site here:

http://www.ryanfrantz.com/2011/08/15/request-tracker-hacking-reports-2/

You can take that and modify it for your purposes (i.e. change the transaction type you’re searching for).

Ryan

Ryan,

I thought this going to be perfect. But I think this does get me
closer. Unfortunately using the status open does not do quite what we
need. My boss just pointed out that open would include a comment on a
ticket which we do not send to the requestor. We are trying to
capture the first email out to a requestor.

Still much to learn about RT.

Thanks for helping.

I feel I am closer to getting the first outbound correspondence.

Looking in the Transactions table directly I can see there is a Type
column that identifies ‘Correspond’ and “EmailRecord”.

There is an oncreate scrip that fires so that sends the first
EmailRecord for the ticket in the Transactions table.
So I know to omit the first “EmailRecord”.

Does it seem reasonable to use the second EmailRecord to identify the
first email sent to the requestor from a human not a scrip?

Thanks for all the help.