[rt-users] Difference between ages

[Rouillard, John]

> It would be nice to know the total time that a request took  from when it
was
> opened until when it was resolved.  In other words, if the clock would
"stop
> clicking" for a request once it had been marked as resolved. 

This is an implementation detail, but I have created a shell script that
does
this very thing. One problem is that a request can have multiple resolves.

This was a problem for my shell script that I "fixed" using tail. I can't
seem
to find an sql solution for MySQL though.

My suggestion is to add a "state_last_changed_date" a part of the request
(add a
field/column in the each_req table I think) and not have to be derived from
searching the transaction data. Any change to the state would set the date
field.
This would make it easy to get the following items of info:

  How long has a stalled request been stalled (now -
state_last_changed_date).
  How long did it take to resolve this request (state_last_changed_date -
created_date)

which seem to be very useful tracking statistics.

The last_action_date field doesn't quite do it since comments can be added
to a ticket
without changing its state.

Quips, comments, suggestions, answers?

Followups should go to rt-develop.	

-- rouilj