Ok is it possible to do this then. Can I set a working hours time and
then the call is only counted during that time. We have a very ratings
centric organisation and they want the performance stats based on the time
that a call is open. I wonder if there is a way to modify the
TimeWorkingHours to also be used by the ticket as a an accounting tool. So
if the call is logged then the Age is only counted inside the
TimeWorkingHours specified.
Carinus
Christian Schoepplein
My conifg is listed from wha tI have read this should allow the TimeWorkingHours only to start counting time from mondya at eight but i have logged two test calls and on both the time start's immediately. Can anyone say why this is? have i forgot to enable something.
[...]
$Self->{'TimeWorkingHours'} = { 'Mon' => [ '8', '9', '10', '11', '12', '13', '14', '15', '16', '17' ], 'Tue' => [ '8', '9', '10', '11', '12', '13', '14', '15', '16', '17' ], 'Fri' => [ '8', '9', '10', '11', '12', '13', '14', '15', '16', '17' ], 'Wed' => [ '8', '9', '10', '11', '12', '13', '14', '15', '16', '17' ], 'Thu' => [ '8', '9', '10', '11', '12', '13', '14', '15', '16', '17' ], 'Sat' => [], 'Sun' => [] };
As written in the admin manual on http://doc.otrs.org only during the TimeWorkingHours tickets can escalate, be unlocked automaticly or reach the pending state. The age of a ticket is _not_ influenced by the time settings. So everything seems to work propperly on your system Kind regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm