[otrs] working time stats

[Yone Caride Garcia]

hi. 
i want to make a stat which tells me how much working time has passed between 
the creation of a ticket and the solution. Making a ticketlist stat i used 
create and close time to restrict the results and i tryed with the 
SolutionTimeWorkingTime at x axis but when i start the stat it return me 0 
value. however i also used the accounted time but it works, so i dont know what 
i'm doing wrong. 
Ponencia en Congreso Internacional del Transporte.
 
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Re: [otrs] Working time function

[Nils Leideck - ITSM]

Hi,

On 14.07.2010, at 16:20, Alejandra Piedra wrote:

> I’m trying to use the $TimeObject->WorkingTime() function, but is not 
> returning anything!
> Am I doing something wrong? I already checked the parameters, but still is 
> not returning anything


I would suggest to post this to the d...@otrs.org list as a next task.
There are more developers subscribed with more experience in handling OTRS 
object methods and their returns.

You could also post some of your code so the dev list knows what you are trying 
to do in more details.

Freundliche Grüße / Kind regards

Nils Leideck

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nils.leid...@otrs.com

http://webint.cryptonode.de / a Fractal project



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Re: [otrs] Working time function

[Alejandra Piedra]

Hey there!

Any hints on this issue?

Thanks and regards
Maria Alejandra Piedra

De: Alejandra Piedra
Enviado el: Lunes, 12 de Julio de 2010 10:58 a.m.
Para: 'otrs@otrs.org'
Asunto: Working time function

Hello!

I'm trying to use the $TimeObject->WorkingTime() function, but is not returning 
anything!
Am I doing something wrong? I already checked the parameters, but still is not 
returning anything

Thanks and regards!
María Alejandra Piedra

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[otrs] Working time function

[Alejandra Piedra]

Hello!

I'm trying to use the $TimeObject->WorkingTime() function, but is not returning 
anything!
Am I doing something wrong? I already checked the parameters, but still is not 
returning anything

Thanks and regards!
María Alejandra Piedra

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[otrs] Working time

[Alejandra Piedra]

Hey there!

I just have one question. What does the line of code StopTime => 
$Self->SystemTime() stand for.
I mean I need to know what value does the stoptime has.

WorkingTime()
 get the working time in secondes between this times

 my $WorkingTime = $TimeObject->WorkingTime(
 StartTime => $Created,
 StopTime => $Self->SystemTime(),
 );

Thanks!

María Alejandra Piedra
Unidad de Informática y Sistemas de Información
IICA (506) 2216-0171
alejandra.pie...@iica.int

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Re: [otrs] Working time feature

[Martin Edenhofer]

Hi Daniel,

Daniel Balan wrote:

Wow, nice feature. I would like to use it but we are working 24/7 :)
Any way, I couldn't find any reference to it in the manual. Is it a new 
manual on the way?


Yes. A new admin-manual and developer-manual is on the way. It'll be 
announce on the announce list.



Daniel

PS. Enjoy the package :)


We all enjoyed your package (and the drink)! :))

  Martin

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Re: [otrs] Working time feature

[Daniel Balan]

Wow, nice feature. I would like to use it but we are working 24/7 :)
Any way, I couldn't find any reference to it in the manual. Is it a new 
manual on the way?


Daniel

PS. Enjoy the package :)

Martin Edenhofer wrote:

Hi Daniel,

Daniel Balan wrote:


In the official release you can see as a feature:
o WorkingTime feature for ticket time calculations support

Does anybody use this one? How should it work?
I was expecting the the WorkingTime to increase while editing a ticket 
but I can not see it.



No, with WorkingTime feature you can define "working times" like:

[Kernel/Config.pm]
# 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',
},
};
[...]

This means normal working hours are Mon till Fri 8-20. "Just" this hours 
are used for escalation and unlock calculations. So if your use 
LockTimeout for queues you will never have all tickets unlocked on 
monday morning. :)


And also no escalation notifications will be sent if not working time is 
configured.


And of course TimeVacationDays are also no working times.

  Martin

PS: Today we got your package. Cool! Thanks for the cool stuff! :)))

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Re: [otrs] Working time feature

[Martin Edenhofer]

Hi Daniel,

Daniel Balan wrote:

In the official release you can see as a feature:
o WorkingTime feature for ticket time calculations support

Does anybody use this one? How should it work?
I was expecting the the WorkingTime to increase while editing a ticket 
but I can not see it.


No, with WorkingTime feature you can define "working times" like:

[Kernel/Config.pm]
# 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',
},
};
[...]

This means normal working hours are Mon till Fri 8-20. "Just" this hours 
are used for escalation and unlock calculations. So if your use 
LockTimeout for queues you will never have all tickets unlocked on 
monday morning. :)


And also no escalation notifications will be sent if not working time is 
configured.


And of course TimeVacationDays are also no working times.

  Martin

PS: Today we got your package. Cool! Thanks for the cool stuff! :)))

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  http://www.otrs.de/ :: Manage your communication!
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[otrs] Working time feature

[Daniel Balan]

Hi there,

In the official release you can see as a feature:
o WorkingTime feature for ticket time calculations support

Does anybody use this one? How should it work?
I was expecting the the WorkingTime to increase while editing a ticket 
but I can not see it.


Thanks in advance.

--
Daniel


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