----- Original Message ----- > From: "Hamilton Preston" <[email protected]> > To: "rt-users" <[email protected]> > Sent: Thursday, August 25, 2011 11:28:42 AM > Subject: Re: [rt-users] First outbound correspondence. > >> How can you tell the first time a person sent an outbound email to > >> the > >> Requestors using the RT.pm package? > > > > That depends on where you start: command line script, rt-crontool, > > scrip, template, mason or something else. > > > >> In contrast to an outbound email sent from a scrip or an inbound > >> email? > > > > What are you trying to do? > > We are trying to get the time from ticket creation to the first > outbound Correspondence from a command line script for reporting. > > The intent is to measure how long it takes for the initial response > from a person. > > I was able to limp along by doing using > > rt show ticket/[Ticket ID]/history > > and extracting the data from the output like: > > ===> Correspondence added by root on Thu Aug 25 07:50:00 2011 > > It worked but I know there is a better way to do this.
Hamilton, I recently wrote a script to do something very similar based on the ticket's creation date/time and the date/time the ticket status was changed from 'new' to 'open'. Look for the 'rtTicketFirstResponse.pl' script on my site here: http://www.ryanfrantz.com/2011/08/15/request-tracker-hacking-reports-2/ You can take that and modify it for your purposes (i.e. change the transaction type you're searching for). Ryan -------- 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
