Re: [rt-users] find time span between dates
Hi Steven,
I have done this to measure the time (in days) between Created and
Resolved by extending the ticket column_map this way:
For 3.6.x place a file under
local/html/Callbacks/MyCallbackname/Elements/RT__Ticket/ColumnMap/ColumnMap
For 3.8.x this would be
local/html/Callbacks/MyCallbackname/Elements/RT__Ticket/ColumnMap/Once
with the following content:
%ARGS
$COLUMN_MAP = {}
/%ARGS
%INIT
$COLUMN_MAP-{DaysCreatedToResolved} = {
title = 'DaysCreatedToResolved',
value = sub {
my $Created = $_[0]-CreatedObj-SetToMidnight;
my $Resolved = $_[0]-ResolvedObj-SetToMidnight;
return '' unless ( $Resolved 0 );
return ' 1' if ( $Resolved == $Created );
return ($Resolved-$Created)/60/60/24;
}
}
/%INIT
Use it as a guide for your way ;-)
Chris
Am 16.04.2010 14:11, schrieb Steven Platt:
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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[rt-users] find time span between dates
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 - ** 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
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
Re: [rt-users] find time span between dates
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: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: Friday, April 16, 2010 6:02 AM To: Steven Platt Cc: rt-users@lists.bestpractical.com 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
Re: [rt-users] find time span between dates
Gareth;
I have n't my actual scrip to hand at the moment but the below should work ;
Create global custom field (field that applies to all queues) and call
it TimeToUpdate
Create global scrip:
Scrip Condition: On Status Change
Scrip Action: User defined
Custom action preparation code:
if ($self-TransactionObj-NewValue eq 'open' and
$self-TransactionObj-OldValue eq 'new') {
return 1;
} else {
return undef;
}
Custom action cleanup code:
my $cf_v = $self-TicketObj-FirstCustomFieldValue('TimeToUpdate');
if (($cf_v) ($cf_v != '')) {
return undef;
}
my $now = new RT::Date($RT::SystemUser);
$now-SetToNow();
my $createdObj = $self-TicketObj-CreatedObj ;
my $diff = $now-Diff($createdObj);
my $cf_obj = RT::CustomField-new(RT::SystemUser);
$cf_obj-LoadByName(Name= 'TimeToUpdate');
$cf_obj-AddValueForObject(Object = $self-TicketObj, Content = $diff);
return 1;
By the way -Diff will populate the field with number of seconds ; I
think in Date.pm there is a method
-DiffAsString that you can use instead of -Diff which gives you human
readable difference
Regards;
Roy
Gareth Tupper wrote:
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: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames
Sent: Friday, April 16, 2010 6:02 AM
To: Steven Platt
Cc: rt-users@lists.bestpractical.com
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
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
