On your view of tickets, what does your TIME OPENED populate as?
I am in a pretty heated debate with support who says "nope that's how it works" and my TIME OPENED on my ticket view is populating at midnight of the day the ticket is created. The created populates fine, but the problem being that TIME OPEN is calculated off TIME_OPENED which is giving me 00:00:00 for a time the ticket was made. So a ticket open for 30 seconds opened at 7 AM, shows as a ticket that was 7 hours long. I've noticed that TIME_OPENED is the only column in the HD_TICKET table that is varchar(10) and not a timestamp. in HD_ARCHIVE_TICKET it is a "timestamp" and shows the proper time. What do yours say? Am I taking crazy pills? As far as I know, a ticket age should be from when ownership is taken/creation to when it is closed. Since my categories are auto-assigned, ownership = creation.
I'm rather confused as to why this support tech would tell me "yep works great!" when a varchar(10) CAN'T FIT THE WHOLE TIMESTAMP. How can it possibly be used to calculate a proper time? HELP?
Please review the comments for a more detailed explanation on the DIY fix. Do at your own risk, of course.