Features (AddOns)

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InBox TimeAccountTicket

Version 6.1.14

Creation date 2019-03-22

Resources

This module allows you to count the time (in minutes) of creating a ticket until it is closed, being able to block certain states that you do not want to count. The module will run every day at 8 am.

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • 6.x.x

Modules

The following modules are required:

  • InBox Core 6.30.9 ou superior

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ TimeAccountTicket 6.1.14.opm

Configuration

This module can be configured via "System Configuration" in the administrative interface. The following configuration options are available:

Core::TimeAccountTicket###BlockStates

It is possible to block states that do not want to count time:

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Add the name of the ticket states that do not want to count the time. This item "Lock States" is not necessary for the functionality of the module, only an optional configuration.

Core::TimeAccountTicket::EnableReasonTimePerSLA

Enables logging of the solution time ratio by the SLA.

Core::TimeAccountTicket::WorkingHoursPerCalendar

List of working hours per calendar.

Usage

Manage service templates

The module runs on the backend, to view the recorded time, see the ticket_time_solution table.

SELECT * FROM ticket_time_solution;