Hi there, this minor enhancement to Kernel/System/Ticket.pm allows the generic agent to use decision constraints based on changetime.
This is useful in automatic state changes scenarios where you'd want to
escalate things.
Please consider to apply.
--- Ticket.pm.orig 2007-02-27 15:21:58.000000000 +0100
+++ Ticket.pm 2007-02-27 15:22:31.000000000 +0100
@@ -2660,6 +2660,10 @@
$SQLExt .= " AND st.until_time >=
'".$Self->{DBObject}->Quote($Param{TicketPendingTimeNewerDate})."'";
}
}
+ # get tickets changed more than x minutes ago
+ if ($Param{TicketChangeTimeOlder}) {
+ $SQLExt .= " AND st.change_time < NOW() - interval
'".$Param{TicketChangeTimeOlder}."'";
+ }
# database query
$SQLExt .= " ORDER BY $SortOptions{$SortBy}";
if ($OrderBy eq 'Up') {
--
Regards,
Wiktor Wodecki
net mobile AG, Zollhof 17, 40221 Duesseldorf, Germany
923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783
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