Hi all, Having looked at the table definition of ticket_history and the table contents of ticket_history_type I made a couple of assumptions (I know, you should never just assume). As ticket_history contains the field system_queue_id and ticket_history_type contains values for "Close successful" and "Close unsuccessful" I assumed I would be able to find out when a ticket is closed in what queue. I needed this mechanism in order to be able to find out what time is spent on a ticket in what queue. When time is accounted for in one particular queue I know that I may charge this time to the customer. Other queues are used by different departments internally and they also do time accounting so I want to be able to see how much time is spent on a ticket by the different departments that I may not charge to the customer.
When I started to build the select statements for this I went through the different tables and to my amazement, I found out that the history types I mentioned abover are never used at all! Luckily I can still use the type "AddNote" and check for the value "Close note added" in the history name field. However, I also found out that the system_queue_id field is never used (it is empty) which renders my idea useless of being able to split out the time accounting. I went through the code and was not able to find when of where these are used/written (but that could be my fault of course). Does anyone know whether this is a configuration issue or that I am just missing something or, even worse, got myself completely on the wrong track? Thanks in advance. Kind regards, Tom Hesp _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
