[rt-users] Doing response-time analytics

[Francisco Jen Ou]

I don't see an easy way.

All RT transactions are registered in a table called Transations. You
can do this select in Mysql rt4 db:

select * from Transactions where  ObjectType = 'RT::Ticket' and Type =
'EmailRecord' and ObjectId = YYYY;

(YYYY is the ticket number), which will return all the transactions of a
ticket reagarding email exchange between client and queue attendant.
Based on the Transaction.id field of each email exchange you can then
look up the exchanged emails' Header:

select Headers from Attachments where TransactionId=XXX;

Or, doing in a fancier way (I am just exercising SQL joins):

select Headers from Attachments inner join Transactions on
Transactions.id=Attachments.TransactionId where  Transactions.ObjectType
= 'RT::Ticket' and Transactions.ObjectId = YYYY and Transactions.Type =
'EmailRecord';

After all this, you will have to sort out the delta-time between email
exchanges (both directions, client -> attendant and back) from the email
Headers.



Em 28-09-2011 16:46, Jason Ketola escreveu:
> This is very helpful.
> 
> Is there a way to track responses to client responses to tickets. As an
> example, maybe I was fast at responding to the initial request that
> created the ticket, but I was slow with getting back to their follow-up
> on the same ticket.
> 
> 
> 
> On 09/28/2011 03:45 PM, Francisco Jen Ou wrote:
>> Hi,
>>
>> If you have access to RT server console, you can run this command:
>>
>> /opt/rt4/bin/rt show -l ticket/ticket_number
>>
>> which will give you detailed data and these 2 interesting fields:
>>
>> ...
>> Created: Tue, Aug 16, 2011 3:00:37 PM
>> ...
>> Started: Tue, Aug 16, 2011 3:02:18 PM
>>
>>
>>
>> Em 28-09-2011 16:19, Jason Ketola escreveu:
>>> Hi,
>>>
>>> I'm trying to figure out how to do analytics on response times to
>>> messages. That is, I want to be able to graph, for instance, how long
>>> it's taking on average for messages hitting our queue to get a response
>>> (I'm not looking for time to resolution). From what reading I've done,
>>> it seems like I'll need to create a custom field to do this, right? Or
>>> is there somewhere else I should look?
>>>
>>> Thank you!
>>> Jason
>>>
>>>
>