Hi All,
OTRS calculates the age of the ticket even after closing the ticket.how to stop that?.i want the otrs to stop calculating the age after closing the ticket and start calclating the age if reopen the ticket.
I would appreciaate any help.
Thanks,
kt
age of the ticket
Moderator: crythias
age of the ticket
Testing: OTRS 2.4.9
OS: Windows XP
Apache2/Oracle 11g
OS: Windows XP
Apache2/Oracle 11g
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grgelisha
- Znuny newbie
- Posts: 27
- Joined: 05 Jul 2011, 14:57
- Znuny Version: 2.4.9
- Real Name: George Elisha
- Company: QLogy Management Services Pvt Ltd
Re: age of the ticket
I would like to see the reopened tickets on top.. awaiting suggestions..!!
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crythias
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Re: age of the ticket
If you want reopened tickets on top, create a new state of type open and assign it to tickets on followup closed.
Because it requires calculation, it's not an easy fix to calculate closed then open. The default code is simply close time minus open time less calendar unchecked hours.
Because it requires calculation, it's not an easy fix to calculate closed then open. The default code is simply close time minus open time less calendar unchecked hours.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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grgelisha
- Znuny newbie
- Posts: 27
- Joined: 05 Jul 2011, 14:57
- Znuny Version: 2.4.9
- Real Name: George Elisha
- Company: QLogy Management Services Pvt Ltd
Re: age of the ticket
Hi Crythias,
thanks for your reply, I have a state "reopened" defined in open and which is assigned after followup state closed. I can see the tickets getting reopened but not on top. Unless we search the reopened tickets we cant able to get noticed for those tickets which are very old.
thanks for your reply, I have a state "reopened" defined in open and which is assigned after followup state closed. I can see the tickets getting reopened but not on top. Unless we search the reopened tickets we cant able to get noticed for those tickets which are very old.