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 <christian.schoepplein@otrs.com>
Sent by: otrs-bounces@otrs.org
2006/05/22 18:22
|
Please respond to
"User questions and discussions about OTRS.org" <otrs@otrs.org> |
|
|
To
| "User questions and discussions
about OTRS.org" <otrs@otrs.org>
|
|
cc
|
|
|
Subject
| Re: [otrs] TimeWorkingHours not working?
I am including my config |
|
Hi Carinus,
On So, Mai 21, 2006 at 10:56:55 +0200, carinus.carelse@mrc.ac.za wrote:
> 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.html