[rt-users] Initial ticket response calculation

[Steve Finkelstein]

Sorry, I accidently sent a private reply to Forrest. Doh!

Hi Forrest,

Thanks for the response.

Perhaps my version of RT doesn't have a similar Transactions table as yours?

Just a random query ..

mysql> select * from Transactions where id = 149232;
+--------+----------+-----------+-------------+-------+----------+----------+--------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+
| id     | ObjectId | TimeTaken | Type        | Field | OldValue | NewValue
| Data                                                         | Creator |
Created             | ObjectType | ReferenceType | OldReference |
NewReference |
+--------+----------+-----------+-------------+-------+----------+----------+--------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+
| 149232 |     9784 |         0 | EmailRecord | NULL  | NULL     | NULL
| <rt-3.4.4-766-1161182700-1437.9784-3-0 at foo.com> |       1 | 2006-10-18
14:45:00 | RT::Ticket | NULL          |         NULL |         NULL |
+--------+----------+-----------+-------------+-------+----------+----------+--------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+

Don't necessarily see a way to extract a field for first update to the
ticket ..

Thanks :-)



On 1/8/07, Forrest Blount <forrest at itasoftware.com> wrote:
>
> The Transactions table contains far more detail relating to what kind of
> action your users are taking to respond to the ticket.  I'd poke around
> there and determine which actions qualify as responses and then create
> your averages from there-- each transaction has a timestamp, so no need
> to worry about creating a database schema-- you can create your avgs
> over any interval you desire by specifying it on the query level and
> restricting the Transactions query to the earliest timestamp that meets
> your parameters... You don't even have to reference the Tickets table as
> Transaction tracks Created actions for tickets as well...
>
> best luck,
>
> Forrest
>
> Steve Finkelstein wrote:
> > Hi all,
> >
> > I'm working on simple script to determine the average ticket response
> > time per queue in an RT ticket.  I was just curious if anyone has
> > already done this task and has any suggestions. The best way I see
> > making this possible is by using the Tickets table in the database:
> >
> > mysql> describe Tickets;
> >
> +-----------------+--------------+------+-----+--------------+----------------+
> > | Field           | Type         | Null | Key | Default      |
> > Extra          |
> >
> +-----------------+--------------+------+-----+--------------+----------------+
> >
> > | id              | int(11)      |      | PRI | NULL         |
> > auto_increment |
> > | EffectiveId     | int(11)      |      | MUL | 0
> > |                |
> > | Queue           | int(11)      |      | MUL | 0
> > |                |
> > | Type            | varchar(16)  | YES  |     | NULL
> > |                |
> > | IssueStatement  | int(11)      |      |     | 0
> > |                |
> > | Resolution      | int(11)      |      |     | 0
> > |                |
> > | Owner           | int(11)      |      | MUL | 0
> > |                |
> > | Subject         | varchar(200) | YES  |     | [no subject]
> > |                |
> > | InitialPriority | int(11)      |      |     | 0
> > |                |
> > | FinalPriority   | int(11)      |      |     | 0
> > |                |
> > | Priority        | int(11)      |      |     | 0
> > |                |
> > | TimeEstimated   | int(11)      |      |     | 0
> > |                |
> > | TimeWorked      | int(11)      |      |     | 0
> > |                |
> > | Status          | varchar(10)  | YES  |     | NULL
> > |                |
> > | TimeLeft        | int(11)      |      |     | 0
> > |                |
> > | Told            | datetime     | YES  |     | NULL
> > |                |
> > | Starts          | datetime     | YES  |     | NULL
> > |                |
> > | Started         | datetime     | YES  |     | NULL
> > |                |
> > | Due             | datetime     | YES  |     | NULL
> > |                |
> > | Resolved        | datetime     | YES  |     | NULL
> > |                |
> > | LastUpdatedBy   | int(11)      |      |     | 0
> > |                |
> > | LastUpdated     | datetime     | YES  |     | NULL
> > |                |
> > | Creator         | int(11)      |      |     | 0
> > |                |
> > | Created         | datetime     | YES  |     | NULL
> > |                |
> > | Disabled        | smallint(6)  |      |     | 0
> > |                |
> >
> +-----------------+--------------+------+-----+--------------+----------------+
> >
> > One can essentially use the Created field and the LastUpdated and run
> > a script from cron which will subtract the two. Then I'd need a way to
> > hash the ticket IDs I've already populated because the problem here
> > is, LastUpdated can arbitrarily be modified anytime a ticket gets
> > modified. I'd probably create a seperate database/table schema for
> > that, but that's another subject.
> >
> > Anyway, just my two cents. Any comments/suggestions are appreciated!
> >
> > Thanks,
> >
> > Steve
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20070108/be59c3d7/attachment.htm>