Hi,
In the customer interface the age displayed is the time from the begining of the ticket thought the ticket it is closed. The idea is to display the time in working hours and when the ticket is close the total time in working hours.
If its posible to display the time in working hours also in the agent interface will be fantastic.
Tickets never die, they just get older. So, try using the Time Accounted feature to set the amount of time (Work Units = can be minutes for example) use to work on a ticket. This will always be displayed in the Zoom view. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann