On Sunday, May 09, 2004 10:38 PM
Daniel Seifert <[EMAIL PROTECTED]> wrote:
> $ cat ~otrs/var/cron/unlock
> 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null
>
> This was set by the OTRS rpm default installation and the unlock time
> matches the cron-job run time.
>
> So I guess it's a bug in UnlockTickets.pl
I don't. We forget the $Self->{UncountedUnlockTime}. Let's see:
The ticket came in on 28st of April, 19:18:06, the owner is root. You
became owner at 20:55:45.
You and the customer then did something on the ticket, and you set it to
'pending auto close+' on 4th of May, 15:00:18, the pending time (doesn't
really matter here) is set to 7th of May, 14:59.
An hour later the customer sended another Followup, setting the ticket
to state "Open". This is very important - the ticket won't have unlocked
if no FollowUp had been received. The owner is changed back to
'[EMAIL PROTECTED]', what is probably undesirable.
Now we're coming to the 5th of May, 01:35, one point in time the regular
UnlockTickets.pl is run. Overlooking the code in UnlockTickets.pl, I see
some calculations going on there dealing with the parameter
$Self->{UncountedUnlockTime}. In short, the parameters holds the hours
from Fri, 16:00 till Mon, 06:00 to not be counted as Unlock Time.
Calculating back from the 5th of May, 01:35 5000 hours and taking the
above into account, I believe you land up somewhere near the ticket
create time. Can you confirm this?
Regards,
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
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