[rt-users] Doing response-time analytics

[Ruslan Zakirov]

On Thu, Sep 29, 2011 at 1:26 PM, Richard McMahon <rgm at ast.cam.ac.uk> wrote:
>
>> Started: Tue, Aug 16, 2011 3:02:18 PM
>
> Hi,
>
> It looks to me that Started is updated when the ticket is taken or any
> transaction to the ticket. e.g. queue change

Started is set when status is changed from initial to any not initial,
for example new->open. It often happens on reply by auto scrip but may
happen on other events.

> This time is not the time for first response with a requestor

It's not.

> Is there a recommended way to record the 'first contact/response' time
> without analyzing the transactions?

You can do it with a scrip and store datetime in a custom field.

> r.
>
> On Wed, 28 Sep 2011, Francisco Jen Ou wrote:
>
>> Date: Wed, 28 Sep 2011 16:45:10 -0300
>> From: Francisco Jen Ou <fjenou at intercomti.com.br>
>> To: Jason Ketola <jketola at maxmind.com>
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Doing response-time analytics
>>
>> 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
>>>
>>>
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>
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-- 
Best regards, Ruslan.