Hi Carlos,
You hit a very nice point. Actually my English is also pretty
challenged; so I brought up this topic recently when I did a workshop
in England to get some native English input.
Generally, the proposal was to use 'more than' and 'less than'.
One other key item is the word 'ago', which incidates the past; so if
you search for Create Time more than 6 days ago this would be, tickets
created more than six day ago, and if you search for create time less
than 5 days ago.... well you get the point.
With the Pending time setting, if I understand the issue here the word
'ago' is missing, I think people are expecting to be able to search
for tickets that will reach pending in 1 day, but instead they only
can search for tickets that have reached pending time more than or
less than some time in the past, or 'ago'. So it might be that we
would need an extra option, to search 'Pending time reached in less
than... or more than... (in the future).
Does this help?
--
Mike
On Sat, Sep 29, 2012 at 4:00 PM, Carlos Rodríguez
Hi All,
By trying to fix a Bug I fall in the same trap as reporters for bugs 7047 and 6975 also fall, lets take a look into GenericAgent filter section for any time related field (e.g. Pending Time): Ticket pending time reached "Last" 01 days(s), this is the default setting and if you just see this (and for my poor English knowledge) this means that the pending time was expired in the last 1 day from NOW, in other words 1 day ago.
But wait... there is another option Ticket pending time reached "Before" 01 days(s)….hmm this sounds creasy looks that they are the same: the pending time was expired one day before NOW, in other words 1 day ago.
As a developer I normally don't use this features neither for GenericAgent nor TicketSearch, but I'm sure that there are a lot of experienced consulters and users that does and that understand exactly what "Last" means, but was not my case, so I dig into the SQL statement and I found that the SQL query for "Last" has the following line: AND st.until_time >= 1348876961 (from the context I got this statement it means that until_time is equal or greater from 1 day after NOW)
WOW so "Last" means After…. well that makes sense if you have the 2 options "Before" and "After" that are opposite, so why do we have the options "Before" and "Last" since in most cases they are not opposite?
Do anyone knows any context where "Last" means something in future?
Now look at the ticket search screen, other example ticket crete: Ticket Create Time (before/after): "Last" 01 days(s)… same problem but here we have a bit of light in the label
Lets look at the code, in both cases looks like: if ( $GetParam{ $Type . 'TimePointStart' } eq 'Before' ) { $GetParam{ $Type . 'TimeOlderMinutes' } = $Time; } else { $GetParam{ $Type . 'TimeNewerMinutes' } = $Time; }
Only word "Before" is used and is used correctly…. that is nice and good.
So finally my proposal is to Change the word "Last" to "After" at least in otrs 3.2 but I would like to change it also for 3.1 and maybe for 3.0 (the impart in the code logic is 0, since the value is not used explicitly, only "Before", so the change is only at frontend output parts)
I think this problem exists since otrs 2.4 and maybe before.
This is the root cause of the bugs 7047 and 6975 and maybe others.
What do you think?
((enjoy))
Carlos Rodríguez
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