[rt-users] First outbound correspondence.

[Hamilton Preston]

On Thu, Aug 25, 2011 at 11:34 AM, Ryan Frantz
<ryanfrantz at informed-llc.com> wrote:
>
>
> ----- 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.
>
> Hamilton,
>
> 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:
>
> http://www.ryanfrantz.com/2011/08/15/request-tracker-hacking-reports-2/
>
> You can take that and modify it for your purposes (i.e. change the transaction type you're searching for).
>
> Ryan
>

Ryan,


I thought this going to be perfect.  But I think this does get me
closer. Unfortunately using the status open does not do quite what we
need.  My boss just pointed out that open would include a comment on a
ticket which we do not send to the requestor.  We are trying to
capture the first email out to a requestor.

Still much to learn about RT.

Thanks for helping.