[rt-users] find time span between dates

Gareth Tupper gareth at phonepower.com
Fri Apr 16 14:27:03 EDT 2010

Hi Roy

If you wouldn't mind, could you share the scrip that you used to accomplish this?  I'm just setting up a small RT installation & those metrics seem like they would be great to start recording.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raed El-Hames
Sent: Friday, April 16, 2010 6:02 AM
To: Steven Platt
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] find time span between dates


As far as I know there is n't ; what I did is create a global custom 
field , and a global scrip that populates its values with condition on 
Status change from new to open, and the action  is user defined 
subtracting the unix time now - the unix created time; then populating 
the field (in seconds).
Our tickets hardly go back to new once are opened , but an if to see if 
the custom field is empty will be a good safe guard.

Obviously this is only useful going forward, for existing tickets you 
will need to write a script (perl/whatever), pull the tickets you need 
and work out
Started - Created then populate the field, its fairly straight forward 
with Perl and the RT api.


Steven Platt wrote:
> Hi,
> Is there a way to report the difference between RT dates (Created & 
> Started) , either in the standard or advanced search ?
> I ' m looking to generate a report to reflect how rapidly requests are 
> addressed by our support staff.
> Many thanks
> Steve
> [RT v3.6.2]
> Dr Steven Platt
> Bioinformatician
> Statistics, Modelling and Bioinformatics
> Health Protection Agency
> Centre for Infections
> London
> www.hpa.org.uk/bioinformatics <http://www.hpa.org.uk/bioinformatics>
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