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 = YYYY; (YYYY 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 = YYYY 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
