why closed ticket age increasing after closing ticket

[shivendra]

iam observing that after closing ticket, in age of Ticket increases with time.why it so.After closing ticket successfully it should show closing time only.but increases after closing .
it confuse customer if they observe.how we can restrict this age
and also on closed ticket no further reply can be done.

[reneeb]

The age of the ticket is calculated by the difference of "today" and the day when the ticket was created. That difference gets bigger even after the ticket is closed. The age doesn't say anything about the time span from ticket creation to ticket closing.

If you want to show that time span, you have to do some programming.

[shivendra]

thanks for knowledge.
iam not a programmer,so it will take time for me.so can you help me in programming for that if you have code.or either can you provide some link to change it.

[reneeb]

1) Kernel/System/Ticket.pm

Replace

Code: Select all

$Ticket{Age} = $Self->{TimeObject}->SystemTime() - $Ticket{CreateTimeUnix};

with

Code: Select all

my %Data = $Self->_TicketGetClosed();
$Ticket{Age} = ( $Data{Closed} || $Self->{TimeObject}->SystemTime() ) - $Ticket{CreateTimeUnix};

The modifications in the TicketSearch method are quite complex... The method is either in the Ticket.pm file or in a separate TicketSearch.pm file (depends on you OTRS version)

You have to check if the "SortBy" option is "Age" and handle that option differently to all others

Code: Select all

            else {

                # regular sort
                $SQLSelect .= ', ' . $SortOptions{ $SortByArray[$Count] };
                $SQLExt    .= ' ' . $SortOptions{ $SortByArray[$Count] };
            }

becomes

Code: Select all

            else {

                if ( $SortByArray[$Count] eq 'Age' ) {
                    # make inner join with ticket_history -- if it doesn't already exist
                    # create SQL to check if ticket has a close time. If not use 'create_time_unix' for sorting, otherwise
                    # use currenttime minus timespan between create time and close time
                    my $Condition = ' AND ... ';
                    $SQLExt =~ s{ORDER BY}{$Condition ORDER BY};
                }
                else {

                    # regular sort
                    $SQLSelect .= ', ' . $SortOptions{ $SortByArray[$Count] };
                    $SQLExt    .= ' ' . $SortOptions{ $SortByArray[$Count] };
                }
            }

It's too complex to write it down in a few minutes...

[shivendra]

i tested for Ticket.pm but their is no change.

[shivendra]

i changed it to your coding but it gives error


Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

[reneeb]

Please post code and error logs. A simple "Internal server error" says nothing. The Apache error log and/or otrs log should provide more details.

[shivendra]

when i past this code it gives error

else {

if ( $SortByArray[$Count] eq 'Age' ) {
# make inner join with ticket_history -- if it doesn't already exist
# create SQL to check if ticket has a close time. If not use 'create_time_unix' for sorting, otherwise
# use currenttime minus timespan between create time and close time
my $Condition = ' AND ... ';
$SQLExt =~ s{ORDER BY}{$Condition ORDER BY};
}
else {

# regular sort
$SQLSelect .= ', ' . $SortOptions{ $SortByArray[$Count] };
$SQLExt .= ' ' . $SortOptions{ $SortByArray[$Count] };
}
}


after reving this code it workign as previous.
but still ticket age going on increasing.....

[reneeb]

1.) You didn't post any error logs yet!
2.) You didn't read my comment in the code, did you?