Computation of Solution Time

[mcqueen]

Hi,

Here is the situation:

I created another State named "Closed with pending issues" aside from the "closed successful" state. Basically they are both of type "Closed" only that the other one has pending issues but is still closed. "Closed with pending issues" are issues that need to escalate to 3rd parties so the ticket has to be closed first to stop the counting of time.

So there was a ticket created and the agent decided to close it with a state "closed with pending issues" then later after solving the pending issues, the agent decided to close the ticket with the state "closed successful". When I checked the ticket through the Stats module, I saw that the the solution time for the ticket when it was still in "closed with pending issues" state changed when it became "closed successful" state.

My assumption would be that since the types for both "closed with pending issues" and "closed successful" are both "closed", the solution time should not change because they are both closed.

My questions are:

How can I stop the counting of solution time when changing the state of the ticket from "closed with pending issues" to "closed successful"?


Thanks in advance

[mcqueen]

Hi,

I really need an answer to this problem. I created 2 State names with the same State Type which is "closed". One is "closed successful" and the other is "closed with pending issues" .But when I'm updating a Ticket from "closed with pending issues" to "closed successful", the computation of SolutionInMin starts from the creation time to the "closed successful" update. What I want is for the SolutionInMin computation to start from creation time but to end at the first "closing" time which is the "closed with pending issues" because they are both the same. I know that it uses the function TicketGetClosed but I dont what to modify to accomplish what I want.


Thanks

[crythias]

I wonder if you might wish to have yet another type of ticket called "really closed I mean it." Wait a second... don't dismiss this out of hand. I'm joking, but only slightly.

Assuming that you're correct that the time is calculated on the last State of State Type "closed", I wonder if another State Type "finalized" might be added -- this you'd have to add via mysql command --, and a State of "pending issues resolved" --in admin, Status -- or whatever makes sense, be added. Either you'll understand this concept or you'll think I'm just being weird... I can't exactly explain it except that my thought process in my head says that if the calculation for completed time is only based upon new-to-closed, then it may ignore another state type new-to-closed-to-finalized and not calculate that far.

It may work, or not, but it won't kill anything to try it.

[davidbann]

Hi mcqueen,

Did you ever find a solution for this? I have the same problem as you...

Thanks