Hi Veena,
i've scripted something, to get a Ticket "Runtime".
It shows the ticket-age during the working-time (you can change them in
"SysConfig"), accept the "pending"-states. And this runtime stops, when
the ticket-state was set to a "close"-state.
But it only will work if your ticket doesn't reopen, when a a customer
sendy an follow-up, when the ticket have already been closed.
For a followup must be open a new ticket.
Is this something you would need?
Regards
Felix Lenz
Hi Veena,
vee na schrieb:
One of my clients wants me to stop the aging process of a ticket when it
is closed. Can any body of you point me to the code where I can modify
to get the requirement fulfilled.
Any inputs regarding the matter will be a welcome.
Per default the age of a ticket is now()-create_time().
Done in Kernel/System/Ticket.pm -> TicketGet() and
Kernel/System/Ticket/Article.pm -> ArticleGet().
You need to look there to change it.
Regards:
Veena. A
Martin
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