Re: [rt-users] Doing response-time analytics
Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Ou fje...@intercomti.com.br To: Jason Ketola jket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason 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 --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon --- 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
Re: [rt-users] Doing response-time analytics
On 29 Sep 2011, at 10:26, Richard McMahon wrote: It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? I don't think so. You're basically looking for the first response transaction which isn't from a Requestor. I think you might have to do that the hard way. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. 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
Re: [rt-users] Doing response-time analytics
On Thu, Sep 29, 2011 at 1:26 PM, Richard McMahon r...@ast.cam.ac.uk wrote: Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change Started is set when status is changed from initial to any not initial, for example new-open. It often happens on reply by auto scrip but may happen on other events. This time is not the time for first response with a requestor It's not. Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? You can do it with a scrip and store datetime in a custom field. r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Ou fje...@intercomti.com.br To: Jason Ketola jket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason 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 --- Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy | (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype: richardgmcmahon --- 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 -- Best regards, Ruslan. 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
Re: [rt-users] Doing response-time analytics
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 afraid it have to be the hard way, but I would use the RT Api and not sql directly. Hop that helps. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Richard McMahon Sent: 29 September 2011 10:26 To: Francisco Jen Ou Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Ou fje...@intercomti.com.br To: Jason Ketola jket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA
Re: [rt-users] Doing response-time analytics
On Thu, Sep 29, 2011 at 1:57 PM, Raed El-Hames raed.el-ha...@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. 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
Re: [rt-users] Doing response-time analytics
Thanks everyone. I'll give something like this a try and see how it goes. Jason On 09/29/2011 05:57 AM, Raed El-Hames 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 afraid it have to be the hard way, but I would use the RT Api and not sql directly. Hop that helps. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other lia bi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Richard McMahon Sent: 29 September 2011 10:26 To: Francisco Jen Ou Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Oufje...@intercomti.com.br To: Jason Ketolajket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason RT Training Sessions (http://bestpractical.com
[rt-users] Doing response-time analytics
Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason -- Jason Ketola Business Development Manager MaxMind, Inc. www.maxmind.com 617-500-4493 x807 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
Re: [rt-users] Doing response-time analytics
On Wed, Sep 28, 2011 at 12:19 PM, Jason Ketola jket...@maxmind.com wrote: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? I think I would look at the created date and time of the ticket and then either the first email sent out or on the ticket Date fields. I have not done anything myself but that would be my first inclination before adding any custom fields. you may still need a CF but I think the starting points are already in the ticket information. Thank you! Jason -- Jason Ketola Business Development Manager MaxMind, Inc. www.maxmind.com 617-500-4493 x807 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 james 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
Re: [rt-users] Doing response-time analytics
Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason 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
Re: [rt-users] Doing response-time analytics
This is very helpful. Is there a way to track responses to client responses to tickets. As an example, maybe I was fast at responding to the initial request that created the ticket, but I was slow with getting back to their follow-up on the same ticket. On 09/28/2011 03:45 PM, Francisco Jen Ou wrote: Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason -- Jason Ketola Business Development Manager MaxMind, Inc. www.maxmind.com 617-500-4493 x807 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
Re: [rt-users] Doing response-time analytics
I don't see an easy way. All RT transactions are registered in a table called Transations. You can do this select in Mysql rt4 db: select * from Transactions where ObjectType = 'RT::Ticket' and Type = 'EmailRecord' and ObjectId = ; ( is the ticket number), which will return all the transactions of a ticket reagarding email exchange between client and queue attendant. Based on the Transaction.id field of each email exchange you can then look up the exchanged emails' Header: select Headers from Attachments where TransactionId=XXX; Or, doing in a fancier way (I am just exercising SQL joins): select Headers from Attachments inner join Transactions on Transactions.id=Attachments.TransactionId where Transactions.ObjectType = 'RT::Ticket' and Transactions.ObjectId = and Transactions.Type = 'EmailRecord'; After all this, you will have to sort out the delta-time between email exchanges (both directions, client - attendant and back) from the email Headers. Em 28-09-2011 16:46, Jason Ketola escreveu: This is very helpful. Is there a way to track responses to client responses to tickets. As an example, maybe I was fast at responding to the initial request that created the ticket, but I was slow with getting back to their follow-up on the same ticket. On 09/28/2011 03:45 PM, Francisco Jen Ou wrote: Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason 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
