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RE: [otrs] AGE is incrementing...

AGE is incrementing after the case/ticket is close succesfull by admin or customer

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Deepen Dhulla

12 Jan 2004 12 Jan '04

6:09 p.m.

AGE is incrementing after the case/ticket is close succesfull by admin or customer How to stop this ?? after close. how to remove age from first page of customer. what does pending auto clise + & - means with relations to prending date ? where is the work unit caclulated. where can i get detail manual for otrs or simlair concept

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Robert Kehl

13 Jan 13 Jan

10:50 a.m.

New subject: AGE is incrementing after the case/ticket is close succesfull by admin or customer

On Monday, January 12, 2004 7:09 PM Deepen Dhulla wrote:

AGE is incrementing after the case/ticket is close succesfull by admin or customer How to stop this ?? after close.

You can't stop that. Time is unstopable.

how to remove age from first page of customer.

Have a look in the responsible files: in /opt/otrs/Kernel/Output/HTML/Standard/Customer*.dtl

what does pending auto clise + & - means

auto close+ = close ticket successfully and automatically auto close- = close ticket UNsuccessfully and automatically

with relations to prending date ?

That's the point in time where the above is performed.

where is the work unit caclulated.

It get's calculated from the ticket's life spawn.

where can i get detail manual for otrs or simlair concept

http://doc.otrs.org/ hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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Deepen Dhulla

2:28 p.m.

New subject: AGE is incrementing after the case/ticket is closesuccesfull by admin or customer

if the case / ticket is closed , the age should also stop. which is not...and its need as its creating a wrong impression of case is yet open and not solved. how to one achive this which code-file to touch so tha after close time it does not increment. As i am facing this problem from lots of customer and internally for sirect summary view. any suggestions or tips are welcomed. have a nice day! Deepen.

On Monday, January 12, 2004 7:09 PM Deepen Dhulla wrote:

...
AGE is incrementing after the case/ticket is close succesfull by admin or customer How to stop this ?? after close.

You can't stop that. Time is unstopable.

...
how to remove age from first page of customer.

Have a look in the responsible files: in /opt/otrs/Kernel/Output/HTML/Standard/Customer*.dtl

...
what does pending auto clise + & - means

auto close+ = close ticket successfully and automatically auto close- = close ticket UNsuccessfully and automatically

...
with relations to prending date ?

That's the point in time where the above is performed.

...
where is the work unit caclulated.

It get's calculated from the ticket's life spawn.

...
where can i get detail manual for otrs or simlair concept

http://doc.otrs.org/

hth,

Robert Kehl

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

_______________________________________________ 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/

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Tom Hesp

14 Jan 14 Jan

10:41 a.m.

New subject: AGE is incrementing after the case/ticket is closesuccesfull by admin or customer

Hi Deepen, It is exactly as Robert says: you cannot stop time. Without getting into some kind of meta-discussion, the question is how do you define 'Age'? In the case of the Customer ticket overview it is nothing more than the difference between the creation time of the ticket and the moment it's status is displayed. The ticket age is not something that is being kept track of in the database so it is not something that you can 'start' or 'stop'. If you insist on showing closed tickets to the customer the only suggestion I could give you is to display something like 'Not applicable' in the ticket status table when the ticket is closed (IMHO age is not of any interest anymore when the ticket is closed anyway). You can do something like this in Kernel::Output::HTML::Customer in the CustomerStatusViewTable routine. Change line: $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; To something like: if ($Param{State} =~ /[Cc]lose/) { $Param{Age} = 'N/A'; } else { $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; } Of course this is a rather crude way as it depends on the actual name of the ticket state that may vary depending on your configuration. Also sorting on the age will look rather strange, as it will still sort on the actual age value. If you want to show the 'real' age (whatever that may mean of course.. :) ), you would need to calculate the difference between the time of creation of the ticket and the time it is closed. You can get that from the ticket_history table, but this requires quite some digging into the code and you need to be very careful not to interfere with other parts of the system. Good luck, Tom -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Deepen Dhulla Sent: dinsdag 13 januari 2004 15:29 To: User questions and discussions about OTRS. Subject: Re: [otrs] AGE is incrementing after the case/ticket is closesuccesfull by admin or customer if the case / ticket is closed , the age should also stop. which is not...and its need as its creating a wrong impression of case is yet open and not solved. how to one achive this which code-file to touch so tha after close time it does not increment. As i am facing this problem from lots of customer and internally for sirect summary view. any suggestions or tips are welcomed. have a nice day! Deepen.

On Monday, January 12, 2004 7:09 PM Deepen Dhulla wrote:

...
AGE is incrementing after the case/ticket is close succesfull by admin or customer How to stop this ?? after close.

You can't stop that. Time is unstopable.

...
how to remove age from first page of customer.

Have a look in the responsible files: in /opt/otrs/Kernel/Output/HTML/Standard/Customer*.dtl

...
what does pending auto clise + & - means

auto close+ = close ticket successfully and automatically auto close- = close ticket UNsuccessfully and automatically

...
with relations to prending date ?

That's the point in time where the above is performed.

...
where is the work unit caclulated.

It get's calculated from the ticket's life spawn.

...
where can i get detail manual for otrs or simlair concept

http://doc.otrs.org/

hth,

Robert Kehl

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

_______________________________________________ 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/

_______________________________________________ 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/

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Deepen Dhulla

13 Jan 13 Jan

8:52 p.m.

New subject: AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer

Thanks Tom for your kind help/tips. Have a nice day. Regards Deepen.

Hi Deepen,

It is exactly as Robert says: you cannot stop time.

Without getting into some kind of meta-discussion, the question is how do you define 'Age'? In the case of the Customer ticket overview it is nothing more than the difference between the creation time of the ticket and the moment it's status is displayed. The ticket age is not something that is being kept track of in the database so it is not something that you can 'start' or 'stop'.

If you insist on showing closed tickets to the customer the only suggestion I could give you is to display something like 'Not applicable' in the ticket status table when the ticket is closed (IMHO age is not of any interest anymore when the ticket is closed anyway). You can do something like this in Kernel::Output::HTML::Customer in the CustomerStatusViewTable routine. Change line: $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0;

To something like: if ($Param{State} =~ /[Cc]lose/) { $Param{Age} = 'N/A'; } else { $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; }

Of course this is a rather crude way as it depends on the actual name of the ticket state that may vary depending on your configuration. Also sorting on the age will look rather strange, as it will still sort on the actual age value.

If you want to show the 'real' age (whatever that may mean of course.. :) ), you would need to calculate the difference between the time of creation of the ticket and the time it is closed. You can get that from the ticket_history table, but this requires quite some digging into the code and you need to be very careful not to interfere with other parts of the system.

Good luck, Tom

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Deepen Dhulla Sent: dinsdag 13 januari 2004 15:29 To: User questions and discussions about OTRS. Subject: Re: [otrs] AGE is incrementing after the case/ticket is closesuccesfull by admin or customer

if the case / ticket is closed , the age should also stop. which is not...and its need as its creating a wrong impression of case is yet open and not solved. how to one achive this which code-file to touch so tha after close time it does not increment.

As i am facing this problem from lots of customer and internally for sirect summary view.

any suggestions or tips are welcomed.

have a nice day!

Deepen.

...
On Monday, January 12, 2004 7:09 PM Deepen Dhulla wrote:

...
AGE is incrementing after the case/ticket is close succesfull by admin or customer How to stop this ?? after close.

You can't stop that. Time is unstopable.

...
how to remove age from first page of customer.

Have a look in the responsible files: in /opt/otrs/Kernel/Output/HTML/Standard/Customer*.dtl

...
what does pending auto clise + & - means

auto close+ = close ticket successfully and automatically auto close- = close ticket UNsuccessfully and automatically

...
with relations to prending date ?

That's the point in time where the above is performed.

...
where is the work unit caclulated.

It get's calculated from the ticket's life spawn.

...
where can i get detail manual for otrs or simlair concept

http://doc.otrs.org/

hth,

Robert Kehl

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

_______________________________________________ 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/

_______________________________________________ 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/

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Deepen Dhulla
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Tom Hesp