[rt-users] Time between New and Open

[Cj B]

Hello,

I am trying to determine the "Response" time to our tickets. We have  
determined that we want to calculate this based on the time between  
the Status of New and Open. I had assumed that there would always be  
a Transaction table entry for a status change and I could use these  
to calculate the time.

However, I am finding tickets which do not have an entry for the  
status change of New->Open. Mostly these are tickets which were  
replied to via the UI.

Is there a better way to calculate these times?

Thanks,
Cj B
AIM: Blackc2004
chris at cjbonline.org