I did it in the following way, I hope this can help other people. I need to know the duration of a closed ticket because the quality policies of my company evaluate it, but also my customers want to know it.

From the customer point of view is not correct to have an endless time counter.

1 - add fields to ticket table `close_time_unix` bigint(20) NOT NULL default '0', `close_time` datetime NOT NULL default '0000-00-00 00:00:00', 2 - change the stateset sub in ticket.pm where the ticket state is updated I save also the close datetime # db update my $SQL = "UPDATE ticket SET ticket_state_id = $State{ID}, " . " change_time = current_timestamp, change_by = $Param{UserID} "; # new new new new new if (($State{ID} eq 2) | ($State{ID} eq 3)) { $SQL .= ", close_time = current_timestamp, close_time_unix=".$Self->{TimeObject}->SystemTime(); } # end end end $SQL .= " WHERE id = $Param{TicketID} "; if ($Self->{DBObject}->Do(SQL => $SQL)) { 3 - change the ticketget sub in ticket.pm change the query to load also close_time and add a new way to calcolate age for closed tickets # db query my $SQL = "SELECT st.id, st.queue_id, sq.name, st.ticket_state_id, st.ticket_lock_id, ". " sp.id, sp.name, st.create_time_unix, st.create_time, sq.group_id, st.tn, ". " st.customer_id, st.user_id, su.$Self->{ConfigObject}->{DatabaseUserTableUserID}, ". " su.$Self->{ConfigObject}->{DatabaseUserTableUser}, st.ticket_answered, st.until_time, ". " st.customer_user_id, st.freekey1, st.freetext1, st.freekey2, st.freetext2,". " st.freekey3, st.freetext3, st.freekey4, st.freetext4,". " st.freekey5, st.freetext5, st.freekey6, st.freetext6,". " st.freekey7, st.freetext7, st.freekey8, st.freetext8, ". " st.change_time, st.title, st.escalation_start_time, st.timeout, ". # new new new new " st.freetime1, st.freetime2, st.close_time, st.close_time_unix". # end end end " FROM ". " ticket st, ticket_priority sp, ". " queue sq, $Self->{ConfigObject}->{DatabaseUserTable} su ". " WHERE ". " sp.id = st.ticket_priority_id ". " AND ". " sq.id = st.queue_id ". " AND ". " st.user_id = su.$Self->{ConfigObject}->{DatabaseUserTableUserID} ". " AND ". " st.id = $Param{TicketID}"; $Self->{DBObject}->Prepare(SQL => $SQL); while (my @Row = $Self->{DBObject}->FetchrowArray()) { $Ticket{TicketID} = $Row[0]; $Ticket{Title} = $Row[35]; $Ticket{QueueID} = $Row[1]; $Ticket{Queue} = $Row[2]; $Ticket{StateID} = $Row[3]; $Ticket{LockID} = $Row[4]; $Ticket{PriorityID} = $Row[5]; $Ticket{Priority} = $Row[6]; # new new new new if (($Ticket{StateID} == 2) | ($Ticket{StateID} == 3)) { $Ticket{Age} = $Row[41] - $Row[7]; } else { $Ticket{Age} = $Self->{TimeObject}->SystemTime() - $Row[7]; }; # end end end # $Ticket{SLAAge} = $Self->{TimeObject}->SLATime(StartTime => $Row[7]); $Ticket{CreateTimeUnix} = $Row[7]; $Ticket{Created} = $Self->{TimeObject}->SystemTime2TimeStamp(SystemTime => $Row[7]); $Ticket{Closed} = $Row[41]; $Ticket{Changed} = $Row[34]; 4 - change the articleget sub in article.pm same as above for article # sql query my @Content = (); my $SQL = "SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, ". " sa.a_reply_to, sa. a_message_id, sa.a_body, ". " st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, ". " sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, ". " st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, ". " su.$Self->{ConfigObject}->{DatabaseUserTableUser}, sa.article_type_id, ". " sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, ". " sa.a_freekey3, sa.a_freetext3, st.ticket_answered, ". " sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2,". " st.freekey3, st.freetext3, st.freekey4, st.freetext4,". " st.freekey5, st.freetext5, st.freekey6, st.freetext6,". " st.freekey7, st.freetext7, st.freekey8, st.freetext8, ". " st.ticket_lock_id, st.title, st.escalation_start_time, ". # new new new new " st.freetime1 , st.freetime2, st.close_time_unix ". # end end end " FROM ". " article sa, ticket st, ". " $Self->{ConfigObject}->{DatabaseUserTable} su ". " where "; if ($Param{ArticleID}) { $SQL .= " sa.id = $Param{ArticleID}"; } else { $SQL .= " sa.ticket_id = $Param{TicketID}"; } $SQL .= " AND ". " sa.ticket_id = st.id "; # add article types if ($ArticleTypeSQL) { $SQL .= $ArticleTypeSQL; } $SQL .= " AND ". " st.user_id = su.$Self->{ConfigObject}->{DatabaseUserTableUserID} ". " ORDER BY sa.create_time, sa.id ASC"; $Self->{DBObject}->Prepare(SQL => $SQL); my %Ticket = (); while (my @Row = $Self->{DBObject}->FetchrowArray()) { my %Data; $Data{ArticleID} = $Row[31]; $Data{TicketID} = $Row[0]; $Ticket{TicketID} = $Data{TicketID}; $Data{Title} = $Row[49]; $Ticket{Title} = $Data{Title}; $Data{EscalationStartTime} = $Row[50]; $Ticket{EscalationStartTime} = $Data{EscalationStartTime}; $Data{From} = $Row[1]; $Data{To} = $Row[2]; $Data{Cc} = $Row[3]; $Data{Subject} = $Row[4]; $Data{ReplyTo} = $Row[5]; $Data{InReplyTo} = $Row[6]; $Data{Body} = $Row[7]; # new new new new if (($Row[9] == 2) | ($Row[9] == 3)) { $Data{Age} = $Row[53] - $Row[8]; } else { $Data{Age} = $Self->{TimeObject}->SystemTime() - $Row[8]; } # end end end # $Data{Age} = $Self->{TimeObject}->SystemTime() - $Row[8]; $Ticket{CreateTimeUnix} = $Row[8];