RE: [otrs] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer

14 Jan 2004

      I think arguments can be made on both sides of this discussion.  But, it is possible to obtain the information you really want by using a SQL query something like this:

select avg(TO_DAYS(t.change_time) - TO_DAYS(t.create_time))
              from ticket t,  ticket_state ts, queue q
              where t.ticket_state_id = ts.id and
              ts.id in (2,10) and
              q.name = 'YOUR QUEUE NAME';

Or modify this query to do something different.  The point being you can get the reports you want via SQL without having to change the way the system works...

Mike

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Grimes, David
Sent: Wednesday, January 14, 2004 10:49 AM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer

Okay, I want to interject one analogy here...
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 ;)

Regards
DG

-----Original Message-----
From: Deepen Dhulla [mailto:deepen@technoinfosys.com] 
Sent: Tuesday, January 13, 2004 2:52 PM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] 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
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Seigafuse, Mike

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