Change time in GenericAgent

[artjoms15]

Hello!
Here is one thing I have noticed. GenericAgent module is not reacting to the ticket status change during its work. e.g. it is doing his actions without caring all the changes of status, notes etc. Has anyone looked at this issue as a problem, or is this planned functionality?

Cheers,
A.

[artjoms15]

Some progress:

TicketSearch itself isn' t working correctly with Change Time!!!!!!!

After inspecting SQL statement sent to the databaselook what I have found:

Code: Select all

SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id 
INNER JOIN ticket_history th ON st.id = th.ticket_id 
WHERE 1=1 AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) 
AND th.create_time <= '2012-06-26 17:27:21' 
AND archive_flag = 0 ORDER BY st.create_time_unix DESC

As you can search will find ALL tickets which have been changed BEFORE the period of time no matter if it has changed after that time!!!
It is happening because of DISTINCT and ticket_history parsing

Change in SQL statement creation should be made in /Kernel/System/TicketSearch.pm
~ at line 1294

Code: Select all

 $SQLExt .= " AND th.create_time <= '"
            . $Self->{DBObject}->Quote( $Param{TicketChangeTimeOlderDate} ) . "'";

should be replaced with

Code: Select all

   $SQLExt .= " AND th.create_time <= '"
            . $Self->{DBObject}->Quote( $Param{TicketChangeTimeOlderDate} ) 
			. "' AND th.ticket_id NOT IN (SELECT ticket_history.ticket_id FROM ticket_history where ticket_history.create_time > '"
            . $Self->{DBObject}->Quote( $Param{TicketChangeTimeOlderDate} ) . "')";

Hope that this change will appear in next OTRS release

Faithfully yours,
Artjoms