Re: [dev] Changing Ticket Age with Working-Hour Time

[Martin Edenhofer]

Hi Raul,
Raul Santamaria wrote:
I would like to change the Ticket Age with the Working time passed till 
it was opened.

I've been reading different modules, and I think it would be fine to 
implemet with
TimeWeekdaysCounted
TimeWorkingHours
TimeVacationsDays
TimeVacationsDaysOneTime
in Config.pm

I've seen a commented $Ticket{SLAAge} in several modules too.
Is this intended for my modification? Is it part of an older or a new 
development? Can I use SLAAge yet?
No, not in OTRS 1.3. OTRS 2.0 comes with a calender function. So you can 
defined WorkingHours and VacationDays like the following in 
Kernel/Config.pm:

    # Time*
    # (Used for ticket age, escalation and system unlock calculation)
    # TimeWorkingHours
    # (counted hours for working time used)
    $Self->{'TimeWorkingHours'} = {
        Mon => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Tue => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Wed => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Thu => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Fri => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Sat => [  ],
        Sun => [  ],
    };
    # TimeVacationDays
    # adde new days with:
    # "$Self->{TimeVacationDays}->{10}->{27} = 'Some Info';"
    $Self->{'TimeVacationDays'} = {
        1 => {
            01 => 'New Year\'s Eve!',
        },
        5 => {
            1 => '1 St. May',
        },
        12 => {
            24 => 'Christmas',
            25 => 'First Christmas Day',
            26 => 'Second Christmas Day',
            31 => 'Silvester',
        },
    };
    # TimeVacationDaysOneTime
    # adde new own days with:
    # "$Self->{'TimeVacationDaysOneTime'}->{1977}-{10}->{27} = 'Some 
Info';"

    $Self->{'TimeVacationDaysOneTime'} = {
#        2004 => {
#          6 => {
#              07 => 'Some Day',
#          },
#          12 => {
#              24 => 'Some A Day',
#              31 => 'Some B Day',
#          },
#        },
#        2005 => {
#          1 => {
#              11 => 'Some Day',
#          },
#        },
    };
I think this is what you want.
Raul Santamaria
  Martin Edenhofer
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