Hello all, I'm using the RT::Extension::Nagios plugin and would like for statistics purposes for my IT director to have the total time worked calculated from all the previously created problem merged tickets when the recovery ticket is resolved.
What I can see so far: a ticket is created from 'PROBLEM' mail subject and successive 'PROBLEM' tickets merge previous tickets into them until we receive a 'RECOVERY' ticket and that last (new) ticket ID is resolved. What I think I need is to get the ticket history of the resolved ticket ID and get the oldest transaction ID from that and get the date created then calculate the difference between the two dates using Date::Calc? To demonstrate I have at least tried (but time is limited by management) hence this mail. I see one can use the rt shell or RT::Client::REST to get the required history. rgabr...@orpheus:~/tmp$ rt show ticket/11113/history # 24/24 (/total) 151090: Ticket created by robe...@anomaly.hugetelecom.co.za 151091: Outgoing email recorded by RT_System 151096: Ticket created by robe...@anomaly.hugetelecom.co.za 151097: Outgoing email recorded by RT_System 151098: Merged into ticket #11113 by RT_System rgabr...@orpheus:~/tmp$ rt show ticket/11113/history/id/151124 # 24/24 (id/151124/total) id: 151124 Ticket: 11113 TimeTaken: 0 Type: Status Field: Status OldValue: new NewValue: resolved Data: Description: Status changed from 'new' to 'resolved' by RT_System Content: This transaction appears to have no content Creator: RT_System Created: 2010-02-24 07:46:43 Attachments: I suppose one could set TimeWorked from this. I've tried using SetTimeWorkedAutomatically as a queue scrip but now I see it is no good. I'm learning how RT does things and it's not as expected. I would like to know what is the most logical way of going about this? I've tried looking at /opt/rt3/share/html/Ticket/Elements/ShowHistory and adding some of that to /opt/rt3/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm but I'm digging the hole deeper. I'm not going to investigate the Perl internals of RT quite right now. I could hack a dirty solution together using shell scripts etc. but I want something clean and elegant. Thanks. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
