On Wednesday, January 14, 2004 4:48 PM
Grimes, David
Consider human life as a ticket.... If a person were to be closed a.k.a die... they are said to have died at 75yrs of age. Follow the concept there? I just think that if a ticket were closed it's time has stoped. When I think of age I think of how long a ticket was open. Meaning since new status to closed status... not necessarily how much time has passed on earth since it was created ;)
You're right in stating that there may little use for accounting a ticket's life spawn til "now" if you'd like to know the "active time" of a ticket. But the comparison lacks the possibility to resurge a human being, whilst you can re-open a ticket - if God ...erm... root lets you, of course. Means, a ticket's life (and thus it's spawn) isn't calculated and saved with a ticket just closed, but would clearly derive from it's properties, ie. the creation time and the last(!) closing time. Were we to save the ticket's "active time", we'd no longer have our database in full normalization state, but would begin to store redundant data, what is to be avoided at most costs. Conclusion - good tickets never die ;-) Seen from that point, "Age" is increasing correctly. You may calculate a ticket's life spawn, active time, duration or whatever you call it by issuing SQL queries on the database. See Mike Seigafuse's post. There are examples in this list's archives, too, if I remember right. Or even better, take everything you find and build a nice OTRS module afrom to be implemented in the main package - how 'bout that? ;) Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388