Hello there,
I am trying to find a way to add a new ticket state with a corresponding new timer. What I mean is when there is a new ticket 3 timers start to count - First Response Time, Update Time and Solution Time. I would like to implement a fourth - say "Workaround Timer" so that it could count the time for a workaround state of a ticket while the other timers are still running. The process of a ticket should look something like this: new->open->workaround->closed and when it enters the workaround state the corresponding workaround timer must be stopped but I must have the solution time and update time going on. Is there a way to accomplish this?
It's OTRS 3.3.1.
Thanks in advance!
How to add a new ticket status with a corresponding timer
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reneeb
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Re: How to add a new ticket status with a corresponding timer
That needs development: an additional column in the database, changes in Kernel/System/Ticket.pm and to integrate the new "field" in the search you need changes in Kernel/System/Ticket/TicketSearch.pm in various templates, ...
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Re: How to add a new ticket status with a corresponding timer
Hi,
Thank you for your reply! I did exactly as you are saying and i think i got almost everything right. However, I keep to wonder how to get rid of
all the warnings in my error.log that say "Subroutine redefined". I guess these errors are because I modified some of the .pm files in the Kernel directory.
Do you have any idea how to suppress those warnings?
Thanks!
Thank you for your reply! I did exactly as you are saying and i think i got almost everything right. However, I keep to wonder how to get rid of
all the warnings in my error.log that say "Subroutine redefined". I guess these errors are because I modified some of the .pm files in the Kernel directory.
Do you have any idea how to suppress those warnings?
Thanks!
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reneeb
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Re: How to add a new ticket status with a corresponding timer
Usually an apache restart should do the trick...
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Re: How to add a new ticket status with a corresponding timer
I will try that out, thank you for the quick reply!
Re: How to add a new ticket status with a corresponding timer
I would additionally say that you need no development for that. If I get it right then you're trying to show that someone's actually working on a ticket. So that is already implemented in OTRS with the lock status. Ticket locked means the owner is actually working on it.
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Re: How to add a new ticket status with a corresponding timer
The OP wants a fourth "escalation time". A timer to find a workaround for a problem.
Say you get an email "The feature X doesn't work in your Software version x.x.x". Then the workaround timer tells you when you have to tell your customer a workaround. The ticket lock doesn't tell you this...
Say you get an email "The feature X doesn't work in your Software version x.x.x". Then the workaround timer tells you when you have to tell your customer a workaround. The ticket lock doesn't tell you this...
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