Hi :-)

Yes, I can.
But I have to say that it is not proffesionaly written, because we
needed it under extreme time-pressure.
But it work fine for us.

At the moment i display the Ticket Runtime on the
"AgentTicketZoom"-Frontend.

In "AgentTicketZoom.pm" I've added the following Code:

#################################################
#################################################
# runtime design - here we get the Ticket Runtime form "create_time" zu
the last "TicketClose".
#################################################
#################################################
$Param{Runtime} = "Error, something is
wrong!?";

# SQL-Query
# define actual Ticket-ID
my $actticketid = $Self->{TicketID};
# END define act ticketid

# Get Time during create and close
my $SQL = "SELECT timediff(ticket_history.create_time,
ticket.create_ti me) AS 'diff' from ticket LEFT JOIN ticket_history ON
ticket.id=ticket_history.ticket_id WHERE ticket.id = $actticketid AND
ticket_history.history_type_id = 15 AND ticket_history.name = '%%close'
AND ticket_history.ticket_id = $actticketid ORDER BY
ticket_history.create_time DESC LIMIT 1";
$Self->{DBObject}->Prepare(SQL => $SQL, Limit => $Self->{Limit});
my @Row = $Self->{DBObject}->FetchrowArray();
my $Runtime = $Row[0];
# END Get Time during create and close

# When there is no result (Ticket isn't close now) get the time during
create an NOW()
if ($Runtime == "") {
my $SQL = "SELECT timediff(NOW(), ticket.create_time) AS
'diff' from ticket WHERE ticket.id = $actticketid";
$Self->{DBObject}->Prepare(SQL => $SQL, Limit => $Self->{Limit});
my @Row = $Self->{DBObject}->FetchrowArray();
$Runtime = $Row[0];
}
# END when there is no result

# define Param for Frontend-DTL
$Param{Runtime} = $Runtime;

# END of Runtime Design

# Runtime 2 (Runtime accept pending-states and only duriing working-times)

# Create Object
use Kernel::Config;
use Kernel::System::Time;

my $ConfigObject = Kernel::Config->new();

my $TimeObject = Kernel::System::Time->new(
ConfigObject => $ConfigObject,
);


# SQL-Query for Create-Time and Close-Time
my $SQL = "SELECT create_time FROM ticket WHERE id =
$actticketid ORDER BY create_time DESC LIMIT 1";
$Self->{DBObject}->Prepare(SQL => $SQL, Limit => $Self->{Limit});
my @Row = $Self->{DBObject}->FetchrowArray();
my $TicketStartTime = $Row[0];

my $SQL = "SELECT create_time FROM ticket_history WHERE
history_type_id = 15 AND name = '%%close' AND ticket_id = $actticketid
ORDER BY create_time DESC LIMIT 1";
$Self->{DBObject}->Prepare(SQL => $SQL, Limit => $Self->{Limit});
my @Row = $Self->{DBObject}->FetchrowArray();
my $TicketEndTime = $Row[0];
my $TicketEndFront = $TicketEndTime;
$Param{TicketEndFront} = $TicketEndFront;

if ($TicketEndTime == "") {
my $SQL = "SELECT NOW() AS 'now'";
$Self->{DBObject}->Prepare(SQL => $SQL, Limit => $Self->{Limit});
my @Row = $Self->{DBObject}->FetchrowArray();
$TicketEndTime = $Row[0];
# Define frontend-param
my $TicketEndFront = '-';

$Param{TicketEndFront} = $TicketEndFront;
}


# convert SQL-Results DateTime to Systemtime
my $UnixStartTime = $TimeObject->TimeStamp2SystemTime(

String => $TicketStartTime,

);

my $UnixEndTime = $TimeObject->TimeStamp2SystemTime(
String => $TicketEndTime,
);

# Giving the Systemtimes to the object WorkingTime (get the real time
during the working-ours)
my $WorkingTime = $TimeObject->WorkingTime(
StartTime => $UnixStartTime,
StopTime => $UnixEndTime,
);

# PENDING-STATES

my $SQL = "SELECT id FROM ticket_state WHERE type_id = '4' OR type_id =
'5' ORDER BY id";
$Self->{DBObject}->Prepare(SQL => $SQL, Limit => $Self->{Limit});
my @pending_states = $Self->{DBObject}->FetchrowArray();
my $z=0;
my @Test;
while (@pending_states)
{
$Test[$z] = $pending_states[0];
$z=$z+1;
@pending_states = $Self->{DBObject}->FetchrowArray();
}

$SQL = "SELECT state_id, create_time FROM ticket_history WHERE
ticket_id='$actticketid' ORDER BY id";
$Self->{DBObject}->Prepare(SQL => $SQL, Limit => $Self->{Limit});
my @ticket_history = $Self->{DBObject}->FetchrowArray();

# Here the While thorough the Ticket History
# $now = 0 --> prev entry has state=open
# $now = 1 --> we are now in a pending-state
# @PendingTime --> every element of this array contents the seconds o f
one pending-state
# $pending_zaehler gives you the number of elements in @PendingTime

my $now=0;
my $UnixPendingStart=0;
my @PendingTime={0};
my $pending_zaehler=0;
while (@ticket_history)
{
if ($now==0)
{
for (my $i=0; $i<$z; $i++)
{
if ($ticket_history[0]==$Test[$i])
{

$UnixPendingStart =
$TimeObject->TimeStamp2SystemTime(
String => $ticket_history[1],
);
$now=1;
$i=9999;
}
}
}
if ($now==1)
{
my $pend=0;
for (my $i=0; $i<$z; $i++)
{
if ($ticket_history[0]==$Test[$i])
{ $pend=1; }
}
if ($pend==0)
{
my $UnixPendingEnd =
$TimeObject->TimeStamp2SystemTime(
String => $ticket_history[1],
);
$PendingTime[$pending_zaehler] =
$TimeObject->WorkingTime(
StartTime => $UnixPendingStart,
StopTime => $UnixPendingEnd,
);

$pending_zaehler++;
$now=0;
}
}
@ticket_history = $Self->{DBObject}->FetchrowArray();
}

# if the actual state ist "pending" we use the NOW()-Time

if ($now==1)
{
my $SQL = "SELECT NOW() AS 'now'";
$Self->{DBObject}->Prepare(SQL => $SQL, Limit =>
$Self->{Limit});
my @Row = $Self->{DBObject}->FetchrowArray();
my $end_time_now = $Row[0];

my $UnixPendingEnd = $TimeObject->TimeStamp2SystemTime(
String => $end_time_now, );

$PendingTime[$pending_zaehler] = $TimeObject->WorkingTime(
StartTime => $UnixPendingStart,
StopTime => $UnixPendingEnd, );
$pending_zaehler++;
}

# Now calculate the whole thing

my $all_pendings=0;
for (my $i=0; $i<$pending_zaehler; $i++)
{ $all_pendings=$all_pendings+$PendingTime[$i]; }


# Now we convert the seconds that we have via an SQL-Statement in a
Date-Format (sec_to_time)

$WorkingTime=$WorkingTime-$all_pendings;

my $SQL = "SELECT sec_to_time($WorkingTime)";
$Self->{DBObject}->Prepare(SQL => $SQL, Limit => $Self->{Limit});
my @Row = $Self->{DBObject}->FetchrowArray();
$WorkingTime = $Row[0];


# Define the param for the frontend
$Param{WorkingTimeRuntime} = $WorkingTime;

################################
################################
# END of Runtime 2
################################
################################

In "AgentTicketZoom.dtl" you have to add the Frontend-Param (that you've
defined in the .pm:) on the place where it should be displayd on the
web-interface

##############################
##############################
$Env{"Box0"}$Text{"Runtime"}: $Data{"WorkingTimeRuntime"}$Env{"Box1"}

##############################
##############################

Hope, that will help you.

Regards,
Felix

>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
>
&g t;
>
>>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
>>
>>((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
>> Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
>> http://www.otrs.com/ :: Communication with success!
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>>
>>
>>
>>
>
>
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