Alex,  muchas gracias!!

Having used is a escalation with the package AutoIncreasePriority, but  gives a mistake of parameter.
says something as TimeInternval.

Can you help me?

Saludos,



Saludos,
Gonzalo Balatti Viera - CSU IBM Uruguay.
Plaza Independencia 721.
Teléfono 902 36 17  Int 5705.


Alexander Scholler <alexander.scholler@augsburg.de>
Sent by: otrs-bounces@otrs.org

06/27/2006 01:54 AM
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"User questions and discussions about OTRS.org"
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Subject
Re: [otrs] Close Ticket





Hi Gonzalo,

Gonzalo Balatti schrieb:
>
> I need to disable after closing a ticket the time. The time must stop
> with the time of close the ticket.
> How to configure this in the otrs???

The ticket age is always calculated as time gap from ticket creation to
your actual system time.
This is reasonable because tickets could be reopened, so the time
between creation and closure can changes after reopening.

You can receive the time gap you require through SQL-queries on the
ticket-history-table by investigating the state-change-history-entries.

Here, you see a query that returns all successive state-changes. You can
take it as base for your needed modifications.

SELECT
 (SELECT tn FROM ticket WHERE id = th.ticket_id) AS Ticket,
 SUBSTRING_INDEX(TRIM(BOTH '%%' FROM th.name), '%%', 1) AS state1,
 SUBSTRING_INDEX(TRIM(BOTH '%%' FROM th.name), '%%', -1) AS state2,
 paare.time1 AS time1, th.create_time AS time2,
 (UNIX_TIMESTAMP(th.create_time)-UNIX_TIMESTAMP(paare.time1))/3600 AS
diffhour
FROM
( /* History-Paare der aufeinanderfolgenden Statusaenderungen */
 SELECT
 th.id AS id1,
 th.create_time AS time1,
 (SELECT MIN(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND
history_type_id = 27 AND id > th.id) AS id2
FROM ticket_history th
WHERE th.history_type_id = 27 OR th.history_type_id = 1/* nur neue
Tickets oder State-Updates */
) AS paare
INNER JOIN ticket_history th
ON paare.id2 = th.id
ORDER BY th.ticket_id, paare.id2;

>
> /Thank you very much for you help,
> Regard,
> /
> Gonzalo Balatti Viera - CSU IBM Uruguay.

Grettings to Uruguay (what's the temperature, humidity?)

Alex

>
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