[rt-users] Doing response-time analytics
Raed El-Hames
Raed.El-Hames at daisygroupplc.com
Thu Sep 29 05:57:19 EDT 2011
Richard,
> Is there a recommended way to record the 'first contact/response' time
> without analyzing the transactions?
You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, responses to customers are always in correspondence , so I created a custom field FirstResponse and a scrip with condition on correspondence with action that look for the TransactionObj->Creator if it's a staff member (based on group membership), then I populate the FirstResponse with the diff in minutes between TransactionObj->Created and TicketObj->Created. --Obviously if the FirstResponse is already populated then return undef, ie no need to do anything.
As I said this will only help you going forward, for existing tickets , I am afraid it have to be the hard way, but I would use the RT Api and not sql directly.
Hop that helps.
Regards;
Roy
>
Visit our website today www.daisygroupplc.com
Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR
Company Registration Number: 4145329 | VAT Number: 722471355
Daisy Communications Limited is a company registered in England and Wales.
DISCLAIMER
This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising.
If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise.
WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments.
NOTICE TO CUSTOMERS
If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested.
-----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Richard McMahon
> Sent: 29 September 2011 10:26
> To: Francisco Jen Ou
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Doing response-time analytics
>
>
> > 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
> >>
> >>
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Chicago, IL, USA September 26 & 27, 2011
> > * San Francisco, CA, USA October 18 & 19, 2011
> > * Washington DC, USA October 31 & November 1, 2011
> > * Melbourne VIC, Australia November 28 & 29, 2011
> > * Barcelona, Spain November 28 & 29, 2011
> >
>
> -------------------------------------------------------------------
> Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519
> University of Cambridge | (switchboard) 1223-337548
> Institute of Astronomy | (secretary) 1223-337516
> Madingley Rd | FAX 1223-337523
> Cambridge, CB3 OHA, UK. | mobile 7885-409019
> Office: Hoyle 18 | home 1223-359770
> -------------------------------------------------------------------
> email: rgm at ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm
> richardgmcmahon at gmail.com | skype: richardgmcmahon
> -------------------------------------------------------------------
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Chicago, IL, USA September 26 & 27, 2011
> * San Francisco, CA, USA October 18 & 19, 2011
> * Washington DC, USA October 31 & November 1, 2011
> * Melbourne VIC, Australia November 28 & 29, 2011
> * Barcelona, Spain November 28 & 29, 2011
More information about the rt-users
mailing list