[rt-users] First outbound correspondence.

Ryan Frantz ryanfrantz at informed-llc.com
Thu Aug 25 11:34:09 EDT 2011

----- Original Message -----
> From: "Hamilton Preston" <1.hamilton.preston at gmail.com>
> To: "rt-users" <rt-users at lists.bestpractical.com>
> Sent: Thursday, August 25, 2011 11:28:42 AM
> Subject: Re: [rt-users] First outbound correspondence.
> >> How can you tell the first time a person sent an outbound email to
> >> the
> >> Requestors using the RT.pm package?
> >
> > That depends on where you start: command line script, rt-crontool,
> > scrip, template, mason or something else.
> >
> >> In contrast to an outbound email sent from a scrip or an inbound
> >> email?
> >
> > What are you trying to do?
> We are trying to get the time from ticket creation to the first
> outbound Correspondence from a command line script for reporting.
> The intent is to measure how long it takes for the initial response
> from a person.
> I was able to limp along by doing using
> rt show ticket/[Ticket ID]/history
> and extracting the data from the output like:
> ===> Correspondence added by root on Thu Aug 25 07:50:00 2011
> It worked but I know there is a better way to do this.


I recently wrote a script to do something very similar based on the ticket's creation date/time and the date/time the ticket status was changed from 'new' to 'open'.  Look for the 'rtTicketFirstResponse.pl' script on my site here:


You can take that and modify it for your purposes (i.e. change the transaction type you're searching for).


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