Steven;
As far as I know there is n't ; what I did is create a global custom
field , and a global scrip that populates its values with condition on
Status change from new to open, and the action is user defined
subtracting the unix time now - the unix created time; then populating
the field (in seconds).
Our tickets hardly go back to new once are opened , but an if to see if
the custom field is empty will be a good safe guard.
Obviously this is only useful going forward, for existing tickets you
will need to write a script (perl/whatever), pull the tickets you need
and work out
Started - Created then populate the field, its fairly straight forward
with Perl and the RT api.
Regards;
Roy
Steven Platt wrote:
Hi,
Is there a way to report the difference between RT dates (Created &
Started) , either in the standard or advanced search ?
I ’ m looking to generate a report to reflect how rapidly requests are
addressed by our support staff.
Many thanks
Steve
[RT v3.6.2]
Dr Steven Platt
Bioinformatician
Statistics, Modelling and Bioinformatics
Health Protection Agency
Centre for Infections
London
www.hpa.org.uk/bioinformatics <http://www.hpa.org.uk/bioinformatics>
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