Changing Ticket Age with Working-Hour Time
Hi, I would like to change the Ticket Age with the Working time passed till it was opened. I've been reading different modules, and I think it would be fine to implemet with TimeWeekdaysCounted TimeWorkingHours TimeVacationsDays TimeVacationsDaysOneTime in Config.pm I've seen a commented $Ticket{SLAAge} in several modules too. Is this intended for my modification? Is it part of an older or a new development? Can I use SLAAge yet? Thank you. Raul Santamaria
Hi Raul, Raul Santamaria wrote:
I would like to change the Ticket Age with the Working time passed till it was opened.
I've been reading different modules, and I think it would be fine to implemet with TimeWeekdaysCounted TimeWorkingHours TimeVacationsDays TimeVacationsDaysOneTime in Config.pm
I've seen a commented $Ticket{SLAAge} in several modules too.
Is this intended for my modification? Is it part of an older or a new development? Can I use SLAAge yet?
No, not in OTRS 1.3. OTRS 2.0 comes with a calender function. So you can defined WorkingHours and VacationDays like the following in Kernel/Config.pm: # Time* # (Used for ticket age, escalation and system unlock calculation) # TimeWorkingHours # (counted hours for working time used) $Self->{'TimeWorkingHours'} = { Mon => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Tue => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Wed => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Thu => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Fri => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Sat => [ ], Sun => [ ], }; # TimeVacationDays # adde new days with: # "$Self->{TimeVacationDays}->{10}->{27} = 'Some Info';" $Self->{'TimeVacationDays'} = { 1 => { 01 => 'New Year\'s Eve!', }, 5 => { 1 => '1 St. May', }, 12 => { 24 => 'Christmas', 25 => 'First Christmas Day', 26 => 'Second Christmas Day', 31 => 'Silvester', }, }; # TimeVacationDaysOneTime # adde new own days with: # "$Self->{'TimeVacationDaysOneTime'}->{1977}-{10}->{27} = 'Some Info';" $Self->{'TimeVacationDaysOneTime'} = { # 2004 => { # 6 => { # 07 => 'Some Day', # }, # 12 => { # 24 => 'Some A Day', # 31 => 'Some B Day', # }, # }, # 2005 => { # 1 => { # 11 => 'Some Day', # }, # }, }; I think this is what you want.
Raul Santamaria
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Hi Martin,
Is the calendar function in the CVS?
If so, can somebody tell me in what module is included?
Thank you very much
Raul Santamaria
----- Original Message -----
From: "Martin Edenhofer"
Hi Raul,
Raul Santamaria wrote:
I would like to change the Ticket Age with the Working time passed till it was opened.
I've been reading different modules, and I think it would be fine to implemet with TimeWeekdaysCounted TimeWorkingHours TimeVacationsDays TimeVacationsDaysOneTime in Config.pm
I've seen a commented $Ticket{SLAAge} in several modules too.
Is this intended for my modification? Is it part of an older or a new development? Can I use SLAAge yet?
No, not in OTRS 1.3. OTRS 2.0 comes with a calender function. So you can defined WorkingHours and VacationDays like the following in Kernel/Config.pm:
# Time* # (Used for ticket age, escalation and system unlock calculation)
# TimeWorkingHours # (counted hours for working time used) $Self->{'TimeWorkingHours'} = { Mon => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Tue => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Wed => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Thu => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Fri => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Sat => [ ], Sun => [ ], };
# TimeVacationDays # adde new days with: # "$Self->{TimeVacationDays}->{10}->{27} = 'Some Info';"
$Self->{'TimeVacationDays'} = { 1 => { 01 => 'New Year\'s Eve!', }, 5 => { 1 => '1 St. May', }, 12 => { 24 => 'Christmas', 25 => 'First Christmas Day', 26 => 'Second Christmas Day', 31 => 'Silvester', }, };
# TimeVacationDaysOneTime # adde new own days with: # "$Self->{'TimeVacationDaysOneTime'}->{1977}-{10}->{27} = 'Some Info';"
$Self->{'TimeVacationDaysOneTime'} = { # 2004 => { # 6 => { # 07 => 'Some Day', # }, # 12 => { # 24 => 'Some A Day', # 31 => 'Some B Day', # }, # }, # 2005 => { # 1 => { # 11 => 'Some Day', # }, # }, };
I think this is what you want.
Raul Santamaria
Martin Edenhofer
-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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 Raul, Raul Santamaria wrote:
Is the calendar function in the CVS? If so, can somebody tell me in what module is included?
Yes, it's in the current cvs. And it's default. So you just need to set your Time* settings.
Raul Santamaria
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
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Martin Edenhofer -
Raul Santamaria