Thanks a lot. I am going to prove it.
2009/5/20 Fürtbauer Wolfgang
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
Hi,
As far as I know: no way to configure. But if you,re using ITSM I posted a patch recently, which would help
Best regards Wolfgang ------------------------------- Wolfgang Fürtbauer Head of IT Asamer Holding AG
------------------------------ *Von*: otrs-bounces@otrs.org *An*: User questions and discussions about OTRS. *Gesendet*: Tue May 19 23:41:28 2009 *Betreff*: [otrs] Ticket Solution Time Hello!!!
I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example:
Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hour. One day you receive a ticket with a High SLA at 9:00 am, and according to the requeriment of customer you need to contact a supplier to get a hardware component, this supplier tells you that this component could give you 1 day after, so until that time you have to wait and ticket can't be closed. If you are mesuring SLA and users who give solution to tickets, you can realize that for the calculation of real ticket solution time it is not correct to include that day you were wating for supplier, because if, for example, you take this time you would have than SLA was not achieved.
Thanks.
-- Caro R.
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-- Caro R.
