Ticket Life Cycle

Ticket Life Cycle

Radiant System

  • €49.00


Use Cases | Key features | User's Manual | Package installation | ConfigurationSystem requirementsRoadmap


    Use Cases

    Accounting for the time spent by the ticket in all states and queues, as well as on all owners during its life cycle. 

     


    Key features

    • Recording the time, spent by the ticket in each queue, in each status, on each owner, in the database
    • Displaying the time, spent by the ticket in all states and queues, as well as on all owners, in the TicketZoom widget

     


    User's Manual

     

     


    Package installation

    Please use the following URL to install the package utilizing the Admin Interface (please note that you need to be in the "admin" group).

    http://your-server/otrs/index.pl?Action=AdminPackageManager 

    The steps for installing the package are described in the official OTRS instructions for the Administrator.

       


      Configuration

       

      After installing the RS4OTRS_TicketLifeCycle package, a new table is added to the «RS_ticket_life_cycledata» base:- ID, serial number of the entry in the table
      - TICKET_ID, ticket ID in the OTRS system
      - ATTRIBUTE, the name of the ticket attribute. Options: QueueID, StateID.
      - ATTRIBUTE_ID, attribute ID in the OTRS system
      - START_TIME, time assignment of the ticket attribute in the OTRS system
      - END_TIME, time of change of the ticket attribute in the OTRS system (status change, queue change)
      - WORK_TIME, the time during which the ticket attribute did not change, taking into account the calendar (working time)
      - NOT_WORK_TIME, the time during which the ticket attribute did not change, taking into account the calendar (not working hours)
      - FULL_TIME, total time during which the ticket attribute was not changed

       

       


      System requirements

      Minimal requirements to hardware for OTRS:

      • Processor 3 GHz Xeon or comparable
      • RAM 8 GB RAM
      • Disk space 256 GB

      Software requirements:

      • OTRS Community Edition 6.0


        Roadmap