This is not present in OTRS AFAIK. FYI, a hint is to look in Article.pm,
ArticleGet() method, Age field, need to tweak it a bit to cater to your need.
Rell Gábor <[EMAIL PROTECTED]> wrote:Hello,
Is there a way to stop the age of a ticket when it is closed?
My boss ne
Hello,
Is there a way to stop the age of a ticket when it is closed?
My boss needs to get stats about the average age of tickets.
Any help are welcome
--
Gábor Rell
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Sorry,
I was first thinking you were talking about escalation :o/
For TicketAge, its name describe it well so I think the default OTRS
behaviour is the good one.
BR,
Laurent Minost
Le vendredi 31 août 2007 à 09:19 +0200, Laurent Minost a écrit :
> Hi Matas,
>
> I was thinking it was the defa
Hi Matas,
Matas Labasauskas schrieb:
Hello,
by default Ticket Age is increasing from creation moment.
Would by nice to know, is it possible to get Ticket Age increasing
only during set (9:00 - 18:00) working hours?
Ticket age if always increasing, even if the ticket was closed.
In contrast, t
Hi Matas,
I was thinking it was the default behaviour if you selected a Calendar
with specified hours on your queue settings ? Did you check on the doc
or try this please ?
Best regards,
Laurent Minost
Le vendredi 31 août 2007 à 10:04 +0300, Matas Labasauskas a écrit :
> Hello,
>
> by defaul
Hello,
by default Ticket Age is increasing from creation moment.
Would by nice to know, is it possible to get Ticket Age increasing only
during set (9:00 - 18:00) working hours?
thank you in advance,
--
Matas
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Maurice James Ny wrote:
> If you are going to answer a question answer it completely or just don't say
> anything. If someone asks me a question, I try my best to give a complete
> answer. Maybe you are accustomed to selfishness but I'm not. I know for a
> fact that the manual provided does not co
--
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of LQ
Marshall
Sent: Thursday, May 17, 2007 9:26 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Ticket Age
> What's with all of the half answers here?
IMO... I think there has been a great bit o
ak intelligently on, yet.
LQ
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
> Behalf Of Maurice James Ny
> Sent: Tuesday, May 15, 2007 9:49 PM
> To: 'User questions and discussions about OTRS.org'
> Subject: RE: [otrs] Ticket Age
>
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Maurice James Ny schrieb:
> I think he wants to know how to make this happen? What's with all of the
> half answers here?
Hi,
you need to change the method sub TicketGet in package
Kernel::System::Ticket. Currently it is computed like this:
$Ticket
S.org
Subject: Re: [otrs] Ticket Age
Hi,
On Thu, May 10, 2007 at 05:20:24PM +0300, Matas Labasauskas wrote:
>Is it possible to count ticket age only during working hours?
Not with a standard OTRS. OTRS needs to be patched to work this way.
>Matas Labasauskas
-- Christian
((otrs)) :: OTRS Gm
Hi,
On Thu, May 10, 2007 at 05:20:24PM +0300, Matas Labasauskas wrote:
>Is it possible to count ticket age only during working hours?
Not with a standard OTRS. OTRS needs to be patched to work this way.
>Matas Labasauskas
-- Christian
((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad
Is it possible to count ticket age only during working hours?
--
Matas Labasauskas
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Support
Thank you for your answer,
it seems it was wrong information regarding ticket Age from our
administrator.
For now question looks like this: is it possible to calculate ticket age or
have another parameter where Problem Solve Time only on working hours would
be calculated.
Problem Solve Time mea
Hi,
On Thu, Apr 19, 2007 at 12:53:26PM +0300, Matas Labasauskas wrote:
>in configuration they say: that if you will describe working hours ticket age
>will be calculated only on working hours. We described working hours, but
>ticket age is increasing after working hours also.
where'hve you read t
hello support,
in configuration they say: that if you will describe working hours ticket
age will be calculated only on working hours. We described working hours,
but ticket age is increasing after working hours also.
thank you
--
Matas Labasauskas
___
Hi Matas,
Matas Labasauskas schrieb:
> hello,
>
> i have one question here:
> strange, but after we described working hours (9-18), OTRS system
> continues to count (increase) ticket age after 18 oclock. OTRS
> documentation says that ticket age is calculated only from 9 to 18 after
> working h
hello,
i have one question here:
strange, but after we described working hours (9-18), OTRS system continues
to count (increase) ticket age after 18 oclock. OTRS documentation says that
ticket age is calculated only from 9 to 18 after working hour are described.
Best Regards
--
Matas Labasausk
Hello,
I have an issue with the ticket age time. In all views the ticket is aging
infinite (default behavior) even when the status
is set to closed. Now my management wants to change that to see the time
between ticket creating (create_time) and
ticket closing.
I remember that last year the onl
Hi all,
can someone tell if it's possible, to customize ticket "Age:" in
queueview? It would be nice to have date of last article shown instead.
Best regards,
Alex
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] [mailto:[EMAIL PROTECTED] On Behalf Of sharif islam
Sent: quarta-feira, 13 de Julho de 2005 16:48
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Ticket Age data
On 7/13/05, sharif islam <[EMAIL PROTECTED]> wrote:
> On 7/12/05, [EMAIL PROTECTED] <[EMAIL PROTE
discussions about OTRS.org
Subject: Re: [otrs] Ticket Age data
On 7/12/05, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:
> you'll need to look at ticket_history. But search for all the rows that havfe
> that same ticket_id.
> After that, you just need to find the create action and the cl
On 7/13/05, sharif islam <[EMAIL PROTECTED]> wrote:
> On 7/12/05, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:
> > you'll need to look at ticket_history. But search for all the rows that
> > havfe that same ticket_id.
> > After that, you just need to find the create action and the close... and do
On 7/12/05, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:
> you'll need to look at ticket_history. But search for all the rows that havfe
> that same ticket_id.
> After that, you just need to find the create action and the close... and do
> the math.
So here's my data. The ticket was created on 1
you'll need to look at ticket_history. But search for all the rows that havfe
that same ticket_id.
After that, you just need to find the create action and the close... and do the
math.
Duarte
--- Begin Message ---
Which tables stores the ticket age? I am interesting in the closing
time and how
Which tables stores the ticket age? I am interesting in the closing
time and how long the ticket stayed in the queue. I tried
time_accountiung and ticket_history.
mysql> select * from time_accounting where ticket_id=197;
++---++---+-+---+
Hi Niels,
On Di, Jun 14, 2005 at 08:53:53 +0200, Niels Kueck wrote:
>we are using otrs for several weeks now and it works very fine. But I've got
>a question to the age of a ticket. I thought, that the ticket age is
>increasing as long as the ticket is open. If someone close the ticket the
>ticket
Hi,
we are using otrs for several weeks now and it works very fine. But I've got
a question to the age of a ticket. I thought, that the ticket age is
increasing as long as the ticket is open. If someone close the ticket the
ticket age would be 'frozen'. That mean, if I look on a ticket from last
]
Asunto: Re: [otrs] Ticket Age
Enviado por:
otrs-admin@ot
rs.org
Hi Diego,
Quoting Diego Fernandez <[EMAIL PROTECTED]>:
> I'm here
> http://[...]/index.pl?Action=AgentStatusView&SortBy=Age&Order=Up&Limit=400
>
> and I noticed that U and D order for ticket Age, are inverted.
>
> Which archive do I have to change to correct this?
Thanks for the info.
Kernel/
Hi Martin.
I'm here
http://helpdesk.openware.biz/otrs/index.pl?Action=AgentStatusView&SortBy=Age&Order=Up&Limit=400
and I noticed that U and D order for ticket Age, are inverted.
Which archive do I have to change to correct this?
Thanks,
Diego.
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