no problem,
here is the link to the (german) otrs-forum entry http://www.otrs-forum.de/viewtopic.php?f=21&t=3219
quick translation:
in this patch, I'm using the "Additional ITSM fields" in the SLA calculation
"Repair start time" if entered is treated as start point for reponse time
"Recovery start time" if entered is treated as start point for recovery time
if "Repair start time" is entered and no "Recovery start time" is entered, "Repair start time" will be used as start point for recovery time
you only have to change 2 files (OTRS programmers did a great job!)
/opt/otrs/Kernel/System # diff -u Ticket.pm.save Ticket.pm
--- Ticket.pm.save 2009-05-08 15:19:58.000000000 +0200
+++ Ticket.pm 2009-05-08 18:56:08.000000000 +0200
@@ -1860,7 +1860,8 @@
else {
my $DestinationTime = $Self->{TimeObject}->DestinationTime(
StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
- String => $Ticket{Created}
+ String => $Ticket{TicketFreeTime3} ? $Ticket{TicketFreeTime3} : $Ticket{Created}
),
Time => $Escalation{FirstResponseTime} * 60,
Calendar => $Escalation{Calendar},
@@ -2021,7 +2022,8 @@
else {
my $DestinationTime = $Self->{TimeObject}->DestinationTime(
StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
- String => $Ticket{Created}
+ String => $Ticket{TicketFreeTime4} ? $Ticket{TicketFreeTime4} : $Ticket{TicketFreeTime3} ? $Ticket{TicketFreeTime3} : $Ticket{Created}
),
Time => $Escalation{SolutionTime} * 60,
Calendar => $Escalation{Calendar},
/opt/otrs/Kernel/Modules # diff -u AgentTicketAddtlITSMField.pm.save AgentTicketAddtlITSMField.pm
--- AgentTicketAddtlITSMField.pm.save 2009-05-08 19:40:32.000000000 +0200
+++ AgentTicketAddtlITSMField.pm 2009-05-08 19:37:53.000000000 +0200
@@ -683,6 +683,13 @@
);
}
}
+ #
+ # rebuild ticketindex
+ #
+ $Self->{TicketObject}->TicketEscalationIndexBuild(
+ TicketID => $Self->{TicketID},
+ UserID => $Self->{UserID},
+ );
# set article free text
for ( 1 .. 3 ) {
if ( defined( $GetParam{"ArticleFreeKey$_"} ) ) {
Best regards
Wolfgang
________________________________
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Leonardo Certuche
Gesendet: Mittwoch, 20. Mai 2009 02:31
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Ticket Solution Time
Hi there,
What Carolina asks is the way IT outsourcing providers want their service to be measured and we haven't been able to achive it. We tried to move tickets to a queue or an SLA associated to calendars without working ours but once you move them back, they keep counting from created time.
The patch Wolfgang mention would be very helpful. Where can we grab a copy to give it a try?
Besides that, although the reports available in ITSMServiceLevelManagement and otrs-manager are plenty, there seems to be missing reports that mesure working time spent on each ticket depending on the calendar associated. Does anyone have queries like that to share?
Thanks in advance,
Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certuche AT itcon-ltda.com
www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia
2009/5/19 Fürtbauer Wolfgang
