Re: [otrs] Working time feature

24 Aug 2005

      Wow, nice feature. I would like to use it but we are working 24/7 :)
Any way, I couldn't find any reference to it in the manual. Is it a new 
manual on the way?

Daniel

PS. Enjoy the package :)

Martin Edenhofer wrote:
...
Hi Daniel,
Daniel Balan wrote:
...
In the official release you can see as a feature:
o WorkingTime feature for ticket time calculations support
Does anybody use this one? How should it work?
I was expecting the the WorkingTime to increase while editing a ticket 
but I can not see it.
No, with WorkingTime feature you can define "working times" like:
[Kernel/Config.pm]
    # 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',
        },
    };
[...]
This means normal working hours are Mon till Fri 8-20. "Just" this hours 
are used for escalation and unlock calculations. So if your use 
LockTimeout for queues you will never have all tickets unlocked on 
monday morning. :)
And also no escalation notifications will be sent if not working time is 
configured.
And of course TimeVacationDays are also no working times.
Martin
PS: Today we got your package. Cool! Thanks for the cool stuff! :)))
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