Re: [otrs] how does OTRS calculate solution times?

Hey Robert, the "normal importer" i was referring to is simply the mail pull service. I added OTRS mailbox to my outlook and simply copy and paste old emails therein to keep the original customer without having the need to modify that later on, too. Actually I guess I found the "root of solution" timing and is neither the change_time nor the timeout. OTRS seems to refer to an entry in the ticket_history table or to be more precise, it seems like it checks for a state_change to closed (state 27) and takes this articles entry time as close time. Honestly that seems quite through the knee into the neck right between the eyes for me, as it would be much more simple to have just a "ticket_closed_date" column but okay . Currently I am writing mass update sql scripts and check the outcome by the end of the day, but three single test statements where looking fine so far. mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de mailto:mgrzella@studienkreis.de www.studienkreis.de http://www.studienkreis.de/ AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Robert Butler Gesendet: Donnerstag, 21. April 2011 20:01 An: User questions and discussions about OTRS. Betreff: Re: [otrs] how does OTRS calculate solution times? What is the "normal importer" you're using? I'm curious if there's a better tool/method than I use for importing tickets from one OTRS system into another OTRS system. RE: your question. I'm guessing you'll need to update the change_time column in the ticket table. I don't see a column for "solution time" nor does OTRS seem to record a "solution time", just the time of the last change of a ticket. You'll also want to update the appropriate record in the ticket_history table, and to keep things consistent, any related records in the article and article_attachment tables if necessary. Take this with a grain of salt. I'm not a OTRS dev, but I have inserted tickets from one OTRS system into another, and these are the only tables I've needed to modify. On Thu, Apr 21, 2011 at 7:16 AM, Grzella, Mark wrote: Hey list, i recently "imported" old cases (simply by getting them to the normal importer) and thought that once I would change create_time and create_time_unix in the database accordingly to their original values (the day they had been originally send) everything would be fine. Well actually it is, at least partially. OTRS does count them on the correct "created date" indeed after proper sql statements. My problem now is that I do not get how I can tell OTRS at which date they had actually been solved. Just to give an example what i´ve done so fare: UPDATE ticket SET create_time_unix="1281702900" WHERE id = "119"; to set the correct unix date where the email originally arrived. UPDATE ticket SET create_time= "2010-08-13 14:35:00" WHERE id = "119"; To set the corresponding normal date stamp. UPDATE ticket SET type_id="9" WHERE id = "119"; To get it to my correct ticket type. UPDATE ticket SET ticket_state_id="2" WHERE id = "119"; To have it set to "done". Assuming now that my above mentioned ticket was originally solved on 2010-08-15 11:50:00 (or corresponding unix timestamp)... where do I have to put which kind of data into OTRS MySQL DB so that it does recognizes this as solution time? It seems not to be "timeout" as I first thought. Can any one help? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 tel:02%2034%2F97%2060%20-%20404 mgrzella@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber --------------------------------------------------------------------- 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 -- A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly. Specialization is for insects. -Robert A Heinlein