[rt-users] Doing response-time analytics

[Ruslan Zakirov]

On Thu, Sep 29, 2011 at 1:57 PM, Raed El-Hames
<Raed.El-Hames at daisygroupplc.com> wrote:
> 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

It's possible to run rt-crontool to repeat a scrip on existing
tickets. It would be slow but will do the job.


afraid it have to be the hard way, but I would use the RT Api and not
sql directly.
>
> Hop that helps.
>
> Regards;
> Roy



-- 
Best regards, Ruslan.