I'm working on a ticket rule in response to this question: http://www.itninja.com/question/stop-tickets-closed-more-than-x-days-ago-from-being-re-opened.

The trick is to base the query on when the ticket was closed. Is the TIME_CLOSED column in HD_TICKET the time a ticket's status was changed to closed or that it went from open or stalled to a closed state?

I also noticed that the CREATED column and the TIME_OPENED column are not the same. What's the difference and why are they two separate columns?

Answer Summary:
Cancel
0 Comments   [ + ] Show Comments

Comments

  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Member is not approved yet
    For more information, visit our FAQ's.
Please log in to comment

Answers

2

Created is when it was made by submitter, time_opened is when the helpdesk/technician looked at it.

Answered 07/15/2013 by: SMal.tmcc
Red Belt

  • What about TIME_CLOSED which is really what I need for this rule?
    • Time_closed is when the state changed to closed status
      • So if a ticket is reopened and then closed, this value would change to the new time that it was closed. In other words it is the most recent timestamp for when a ticket was closed.
Please log in to comment
2

TIME_CLOSED is when a ticket enters a closed STATE.   The "AGE" of the ticket is TIME_OPENED which is actually calculated by the CREATED and TIME_CLOSED columns.

 

Open ticket = someone took ownership of the ticket.  If you have auto-assignments set through the KACE layout customization then this time should match the created time.

Answered 07/15/2013 by: Wildwolfay
Red Belt

Please log in to comment
Answer this question or Comment on this question for clarity