Hi Matas, Matas Labasauskas schrieb:
Hello,
by default Ticket Age is increasing from creation moment. Would by nice to know, is it possible to get Ticket Age increasing only during set (9:00 - 18:00) working hours? Ticket age if always increasing, even if the ticket was closed. In contrast, the time within working hours is used for excalation-mechanismn. I think this time is never shown anywhere within the GUI. You would have to modify the sources to display this time. That could be the setting of $Ticket{Age} = $Self->{TimeObject}->SystemTime() - $Row[7]; within Kernel::System::Ticket::TicketGet
Here, you would have to use Kernel::System::Time::WorkingTime to calculate the hours within working hours. But I think through this you manipulate OTRS in a wide-area I cannot calculate the consequences. So I suggest to add $Ticket{HoursWithinWorkingHours} = $Self->{TimeObject}->WorkingTime( StartTime => $Row[7], StopTime => $Self->{TimeObject}->SystemTime() ) / 3600; to sub TicketGet and to make use of this new variable within the DTLs you want.
thank you in advance,
-- Matas
Bye, Alex