[rt-users] Custom Ticket Status and Timing

Kevin Falcone falcone at bestpractical.com
Tue Apr 2 15:59:24 EDT 2013

On Tue, Apr 02, 2013 at 01:17:33PM +0000, Mirko Spuntarelli wrote:
>    I am trying to set up Request Tracker 4 and I have customized with business hours, sla and
>    lifecycle. All I would you like to know if is it possibile to extract timestamp for my custom
>    ticket status when the status has changed from a condition to another? For example: report how
>    many hours the ticket as been in stall, or to store the date\time the ticket has been put in
>    stall and then when it has been reopened. Obviously in my case, the stall condition, is a
>    custom Ticket Status. The picture here attached will explain it better... highlighted you will
>    find date\time datas I need.

Those are Transactions of a Status type.  You can iterate them with
perl code (in fact, someone earlier today posted loops for looking
through transactions during a debugging session) or you can go in the
DB if that's easier to pull into an external reporting tool.

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