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
((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! _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
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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} = "<font color='red'>Error, something is wrong!?</font>"; # 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_time) 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 = '<strong><font color="red">-</font></stong>'; $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 of 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"}<br /> ############################## ############################## 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
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! _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
hi Felix Lenz,
Topic: Stoping of the ticket age when the status is closed.
I tried the code which you had given in the development. but i was not not able to get the time difference using the query
"SELECT timediff(ticket_history.create_time,
ticket.create_time) 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";
Can you just help me to figure out this problem.
Regards :-)
Veena
Felix Lenz
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
((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! _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
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participants (3)
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Davis, Gary H -
Felix Lenz -
vee na