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
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