Hi Matas,
Matas Labasauskas schrieb:
Hello,
by default Ticket Age is increasing from creation moment.
Would by nice to know, is it possible to get Ticket Age increasing
only during set (9:00 - 18:00) working hours?
Ticket age if always increasing, even if the ticket was closed.
In contrast, the time within working hours is used for
excalation-mechanismn.
I think this time is never shown anywhere within the GUI. You would have
to modify the sources to display this time.
That could be the setting of
$Ticket{Age} = $Self->{TimeObject}->SystemTime() - $Row[7];
within Kernel::System::Ticket::TicketGet
Here, you would have to use Kernel::System::Time::WorkingTime to
calculate the hours within working hours.
But I think through this you manipulate OTRS in a wide-area I cannot
calculate the consequences.
So I suggest to add
$Ticket{HoursWithinWorkingHours} = $Self->{TimeObject}->WorkingTime(
StartTime => $Row[7],
StopTime => $Self->{TimeObject}->SystemTime()
) / 3600;
to sub TicketGet and to make use of this new variable within the DTLs
you want.
thank you in advance,
--
Matas
Bye, Alex
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