Re: [otrs] Close Ticket
Hi Gonzalo,
Gonzalo Balatti schrieb:
Alex, muchas gracias!!
Having used is a escalation with the package AutoIncreasePriority, but
gives a mistake of parameter.
says something as TimeInternval.
Can you help me?
examine the source code:
$Param{New}->{"TimeInterval"} = $Param{New}->{"TimeInterval"} * 60;
Interpret TimeInterval as minutes => so multiply with 60 to get seconds.
# find latest auto priority update
foreach my $History (@HistoryLines) {
if ($History->{Name} =~ /^AutoPriorityIncrease/) {
$LatestAutoIncrease = $History->{CreateTime};
}
}
Finds the last autoincrease-history-entry.
if (!$LatestAutoIncrease) {
$LatestAutoIncrease = $Ticket{Created};
}
If nothing was found, use the ticket-creation-time.
if (($Self->{TimeObject}->SystemTime() - $LatestAutoIncrease) >
$Param{New}->{"TimeInterval"}) {
$Update = 1;
}
If the last Update is more than TimeInterval ago, increase the priority.
So, TimeInterval is a parameter needed by this GenericAgent-module.
Saludos,
Saludos,
Gonzalo Balatti Viera - CSU IBM Uruguay.
Plaza Independencia 721.
Teléfono 902 36 17 Int 5705.
Bye, Alex
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Re: [otrs] Close Ticket
Alex, muchas gracias!! Having used is a escalation with the package AutoIncreasePriority, but gives a mistake of parameter. says something as TimeInternval. Can you help me? Saludos, Saludos, Gonzalo Balatti Viera - CSU IBM Uruguay. Plaza Independencia 721. Teléfono 902 36 17 Int 5705. Alexander Scholler <[EMAIL PROTECTED]> Sent by: [EMAIL PROTECTED] 06/27/2006 01:54 AM Please respond to "User questions and discussions about OTRS.org" To "User questions and discussions about OTRS.org" cc Subject Re: [otrs] Close Ticket Hi Gonzalo, Gonzalo Balatti schrieb: > > I need to disable after closing a ticket the time. The time must stop > with the time of close the ticket. > How to configure this in the otrs??? The ticket age is always calculated as time gap from ticket creation to your actual system time. This is reasonable because tickets could be reopened, so the time between creation and closure can changes after reopening. You can receive the time gap you require through SQL-queries on the ticket-history-table by investigating the state-change-history-entries. Here, you see a query that returns all successive state-changes. You can take it as base for your needed modifications. SELECT (SELECT tn FROM ticket WHERE id = th.ticket_id) AS Ticket, SUBSTRING_INDEX(TRIM(BOTH '%%' FROM th.name), '%%', 1) AS state1, SUBSTRING_INDEX(TRIM(BOTH '%%' FROM th.name), '%%', -1) AS state2, paare.time1 AS time1, th.create_time AS time2, (UNIX_TIMESTAMP(th.create_time)-UNIX_TIMESTAMP(paare.time1))/3600 AS diffhour FROM ( /* History-Paare der aufeinanderfolgenden Statusaenderungen */ SELECT th.id AS id1, th.create_time AS time1, (SELECT MIN(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id = 27 AND id > th.id) AS id2 FROM ticket_history th WHERE th.history_type_id = 27 OR th.history_type_id = 1/* nur neue Tickets oder State-Updates */ ) AS paare INNER JOIN ticket_history th ON paare.id2 = th.id ORDER BY th.ticket_id, paare.id2; > > /Thank you very much for you help, > Regard, > / > Gonzalo Balatti Viera - CSU IBM Uruguay. Grettings to Uruguay (what's the temperature, humidity?) Alex > > > > > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
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