
Can you share that script? I have seen many request for that type of function. Gary Davis PSIC Lab Manager -----Original Message----- From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Felix Lenz Sent: Wednesday, January 11, 2006 7:24 AM To: Development community of OTRS.org Subject: Re: [dev] Stoping of Ticket age when status is closed Hi Veena, i've scripted something, to get a Ticket "Runtime". It shows the ticket-age during the working-time (you can change them in "SysConfig"), accept the "pending"-states. And this runtime stops, when the ticket-state was set to a "close"-state. But it only will work if your ticket doesn't reopen, when a a customer sendy an follow-up, when the ticket have already been closed. For a followup must be open a new ticket. Is this something you would need? Regards Felix Lenz
Hi Veena,
vee na schrieb:
One of my clients wants me to stop the aging process of a ticket when it is closed. Can any body of you point me to the code where I can modify to get the requirement fulfilled.
Any inputs regarding the matter will be a welcome.
Per default the age of a ticket is now()-create_time().
Done in Kernel/System/Ticket.pm -> TicketGet() and Kernel/System/Ticket/Article.pm -> ArticleGet().
You need to look there to change it.
Regards: Veena. A
Martin
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