[otrs] Change Accounted Time on Existing Article

Hugh Kelley hugh.kelley at gmail.com
Wed Oct 13 23:59:00 GMT 2010


We are converting from a system with minute-based time measurement to
hour-based measurement in OTRS.  He just got the unit wrong.  He should have
put in 0.75 to get the 45 minutes.

In any case, we'll do the negative correction as you prescribe.

I like the IdeaScale site.  I've moved
http://bugs.otrs.org/show_bug.cgi?id=6025 there so that we can see if
anybody else would benefit.

Hugh

On Wed, Oct 13, 2010 at 6:28 PM, Nils Leideck - ITSM <
nils.leideck at leidex.net> wrote:

> Hi,
>
> Let me ask you how do they, by mistake, put in 2700 instead of 45?
>
> However, your Agent just needs to save a "Correction" article with a
> negative time.
> So if they put in 2700 minutes but it should be 45, they have to create a
> new article with a value of -2655 minutes accounted time.
>
> On 14.10.2010, at 02:26, Hugh Kelley wrote:
>
> Agents will sometimes put in an incorrect amount of time in a ticket
> article (45 hours instead of 45 minutes).
> Is there a way to update this time (via the UI) after it has been inserted
> in the database?
>
> Hugh
>
>
> Cheers, Nils
>
> --
> Nils Leideck
> Senior Consultant
>
> http://webint.cryptonode.de / a Fractal project
>
>
>
>
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