I am trying to wrap my head around all the different database fields for help desk tickets, like time opened, time stalled, created, etc.

In the "Tickets" view in the Kbox help desk (where you see all your assigned tickets) what is the corresponding field in the HD_Ticket database for the column labeled "Time Open"? In our Tickets view it shows the elapsed time since the ticket was created. It is now Time_Opened or Time_Stalled and I couldn't find any other fields that jumped out at me when using the MySQL browser.

Thanks.
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In the HD_TICKET table, TIME_OPENED is the field corresponding to the date and time the ticket was last changed to an opened status.

If you are referring to a calculation of the length of time a ticket has been open, that is a calculation that doesn't exist as a field. In a SQL query, it is equivalent to the following:

SELECT T.ID AS 'TICK #', TIMEDIFF(NOW(),T.TIME_OPENED) AS 'Time Open (HH:MM:SS)' FROM HD_TICKET T
JOIN HD_STATUS S ON (T.HD_STATUS_ID = S.ID)
WHERE S.STATE = 'opened'
Answered 06/21/2010 by: airwolf
Tenth Degree Black Belt

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In the HD_TICKET table, TIME_OPENED is the field corresponding to the date and time the ticket was last changed to an opened status.
TIME_OPENED is "Time a ticket was last moved into an opened state from a non-opened state ". It's a fine difference between state and status


ref: From http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=966&artlang=en
Answered 06/21/2010 by: GillySpy
Seventh Degree Black Belt

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We found a different way of doing this, thanks for the replies.
Answered 06/23/2010 by: maurere
Orange Belt

  • What way did you use to do this? I am not a big SQL guy, so I am in need.
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