[rt-users] Doing response-time analytics

[Richard McMahon]

> Started: Tue, Aug 16, 2011 3:02:18 PM

Hi,

It looks to me that Started is updated when the ticket is taken or any
transaction to the ticket. e.g. queue change

This time is not the time for first response with a requestor

Is there a recommended way to record the 'first contact/response' time
without analyzing the transactions?

r.

On Wed, 28 Sep 2011, Francisco Jen Ou wrote:

> Date: Wed, 28 Sep 2011 16:45:10 -0300
> From: Francisco Jen Ou <fjenou at intercomti.com.br>
> To: Jason Ketola <jketola at maxmind.com>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Doing response-time analytics
> 
> 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
>>
>>
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