Hi Wiktor,
Wiktor Wodecki schrieb:
> 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') {
The SQL-syntax "interval" isn't SQL-standard but MySQL-specific - am I
right?
Your modification really looks good as far as I can decide!
I would appreciate it being included in further releases.
I implemented a similar enhancement:
I wrote a script with reusing bin/PendingJobs.pl that looks for tickets
previously not worked on to send ToDo-notifications to the belonging agents.
But my implementation uses the ticket-history and looks for the latests
activities.
Your approach to use change_time within
Kernel::System::Ticket::TicketSearch is really interesting.
The question is: When is change_time changed?
As far as I could see, it is change within Kernel::System::Ticket
through this subs:
SetCustomerData
TicketFreeTextSet
PendingTimeSet
LockSet
StateSet
ResponsibleSet
PrioritySet
TicketCreate
So many (all?) changes on ticket-properties result in a refreshed
change_time.
But e.g. if you just add a note to a ticket, the change_time remains.
This could also be a problem for you?
My approach (can be found on mailing-list (german or english?)) notices
the added note.
Bye, Alex
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