22 Mar
2007
22 Mar
'07
6:24 a.m.
Hi Matas, Matas Labasauskas schrieb:
hello,
i have one question here: strange, but after we described working hours (9-18), OTRS system continues to count (increase) ticket age after 18 oclock. OTRS documentation says that ticket age is calculated only from 9 to 18 after working hour are described.
Ticket-age is the mathematical difference between now and ticket-creation. Automatic ticket-unlock or escalation base on the above desribed hours within service hours.
Best Regards
-- Matas Labasauskas
Bye, Alex p.s. Ticket-age does not stop when closing a ticket (due to the fact that the ticket could be reopened).