Hi Roy If you wouldn't mind, could you share the scrip that you used to accomplish this? I'm just setting up a small RT installation & those metrics seem like they would be great to start recording.
Cheers, Gareth -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Raed El-Hames Sent: Friday, April 16, 2010 6:02 AM To: Steven Platt Cc: [email protected] Subject: Re: [rt-users] find time span between dates 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> > > * > ************************************************************************** > The information contained in the EMail and any attachments is > confidential and intended solely and for the attention and use of the > named addressee(s). It may not be disclosed to any other person > without the express authority of the HPA, or the intended recipient, > or both. If you are not the intended recipient, you must not disclose, > copy, distribute or retain this message or any part of it. This > footnote also confirms that this EMail has been swept for computer > viruses, but please re-sweep any attachments before opening or saving. > HTTP://www.HPA.org.uk > ************************************************************************** > * > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
