Time to log Email

[Darren Rose]

Hello

Is there a method for reporting on the time to respond to email? I am interested in finding out the date difference between the time an email was recieved and when it is raised as a ticket.

thanks 

[Victor]

@Darren Rose it would be a report based on this type of query:

SELECT h_itsm_requests.h_pk_reference, TIMEDIFF(h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received) as time_difference, h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received
FROM h_itsm_requests 
JOIN h_msg_messages ON h_msg_messages.h_msg_id = h_itsm_requests.h_source_id 
WHERE h_itsm_requests.h_source_type = 'Email'

Obviously, the fields ins this SELECT example are just that, examples, apart from calculated "time_difference" which is actually the time difference you are looking for... What I mean is that you don't have to return h_pk_reference, h_datelogged or h_msg_date_received ... you can remove them or not, add other fields, etc. As per your needs.

[Darren Rose]

1 hour ago, Victor said:

@Darren Rose it would be a report based on this type of query:

SELECT h_itsm_requests.h_pk_reference, TIMEDIFF(h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received) as time_difference, h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received
FROM h_itsm_requests 
JOIN h_msg_messages ON h_msg_messages.h_msg_id = h_itsm_requests.h_source_id 
WHERE h_itsm_requests.h_source_type = 'Email'

Obviously, the fields ins this SELECT example are just that, examples, apart from calculated "time_difference" which is actually the time difference you are looking for... What I mean is that you don't have to return h_pk_reference, h_datelogged or h_msg_date_received ... you can remove them or not, add other fields, etc. As per your needs.

Works a treat, thanks Victor