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