[rt-users] Ticket Status History

[Gerard FENELON]

Hi

we do something similar here. The idea is :
define Tickets attributes (you could use CFs)
one for each Status called TimeSpentInOpen/TimeSpentInNew/...
plus one called TimeSinceLastStatusChange
Then each time the status changes,
add to the timer associated with the old value the time since 
TimeSinceLastStatusChange
then update TimeSinceLastStatusChange to the current time.

To display the values, I added a box between Dates and Links called Metrics.
I also modified the columnMap to be able to display the values in search 
results.

It is still a recent change but it seems to work.
It will not work with old tickets though.

Gerard


On 2011-03-31 16:19, Eric Stoycon wrote:
> Hello everyone.
> I need to create a report which shows the average length of time a ticket is in each status. I tried adapting the 'include ticket history' template in a perl script but I cannot seem to get it to include status changes. I've dug through the wiki some and the list archive but haven't come across anything which helps.
> Any ideas on how I can pull this info?
>
> Thanks
> Eric