[rt-users] Doing response-time analytics

Jason Ketola jketola at maxmind.com
Wed Sep 28 15:46:44 EDT 2011


This is very helpful.

Is there a way to track responses to client responses to tickets. As an 
example, maybe I was fast at responding to the initial request that 
created the ticket, but I was slow with getting back to their follow-up 
on the same ticket.



On 09/28/2011 03:45 PM, Francisco Jen Ou wrote:
> Hi,
>
> If you have access to RT server console, you can run this command:
>
> /opt/rt4/bin/rt show -l ticket/ticket_number
>
> which will give you detailed data and these 2 interesting fields:
>
> ...
> Created: Tue, Aug 16, 2011 3:00:37 PM
> ...
> Started: Tue, Aug 16, 2011 3:02:18 PM
>
>
>
> Em 28-09-2011 16:19, Jason Ketola escreveu:
>> Hi,
>>
>> I'm trying to figure out how to do analytics on response times to
>> messages. That is, I want to be able to graph, for instance, how long
>> it's taking on average for messages hitting our queue to get a response
>> (I'm not looking for time to resolution). From what reading I've done,
>> it seems like I'll need to create a custom field to do this, right? Or
>> is there somewhere else I should look?
>>
>> Thank you!
>> Jason
>>
>>

-- 
Jason Ketola
Business Development Manager
MaxMind, Inc.
www.maxmind.com
617-500-4493 x807




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