Wow, nice feature. I would like to use it but we are working 24/7 :) Any way, I couldn't find any reference to it in the manual. Is it a new manual on the way? Daniel PS. Enjoy the package :) Martin Edenhofer wrote:

Hi Daniel,

Daniel Balan wrote:

...

In the official release you can see as a feature: o WorkingTime feature for ticket time calculations support

Does anybody use this one? How should it work? I was expecting the the WorkingTime to increase while editing a ticket but I can not see it.

No, with WorkingTime feature you can define "working times" like:

[Kernel/Config.pm] # TimeWorkingHours # (counted hours for working time used) $Self->{'TimeWorkingHours'} = { Mon => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Tue => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Wed => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Thu => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Fri => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Sat => [ ], Sun => [ ], };

# TimeVacationDays # adde new days with: # "$Self->{TimeVacationDays}->{10}->{27} = 'Some Info';"

$Self->{'TimeVacationDays'} = { 1 => { 01 => 'New Year\'s Eve!', }, 5 => { 1 => '1 St. May', }, 12 => { 24 => 'Christmas', 25 => 'First Christmas Day', 26 => 'Second Christmas Day', 31 => 'Silvester', }, }; [...]

This means normal working hours are Mon till Fri 8-20. "Just" this hours are used for escalation and unlock calculations. So if your use LockTimeout for queues you will never have all tickets unlocked on monday morning. :)

And also no escalation notifications will be sent if not working time is configured.

And of course TimeVacationDays are also no working times.

Martin

PS: Today we got your package. Cool! Thanks for the cool stuff! :)))

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Hi James, Dehnert James Sr wrote:

Is there an easy way to limit the queues a user sees when they access the user web page?

We want to have all cases put into 1 queue and 1 queue ONLY.

Yes. Admin Interface -> SysConfig -> Ticket -> Frontend::Customer -> CustomerPanelOwnSelection (just activate this point and edit your data selection).

Thanks, Zeke

-Martin -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!