![Ticket Life Cycle](http://rs4otrs.com/cdn/shop/products/TicketLifeCycle_{width}x.png?v=1592381393)
Ticket Life Cycle
Downloads: 2
Use Cases | Key features | User's Manual | Package installation | Configuration | System requirements | Roadmap
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
![](https://cdn.shopify.com/s/files/1/2473/3406/files/Life_Cycle_44a09d73-69fe-418d-b250-e7aebe89d41c.png?v=1573032589)
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