We are still using Kbox 5.2 version and inside the service desk tab tickets have a "Time Open" column. This column will display like 55m, 3h 10m, 54d 13h, etc... I am wondering how this field is calculated and how I could add this to a kbox report.

I am trying to average the time open for a select group of open tickets.
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The "time open" column is the difference between the current timestamp and the TIME_OPENED field. The TIME_OPENED field represents the last time the ticket was first placed in an opened state. Usually that will be the same as the last time it was place in an opened state but if a ticket is moving from one opened state directly to another then it's not. It is stored in the database as a timestamp (YYYY-MM-DD HH:mm:ss).

It is not a calculation of the time a ticket has been opened.
To add TIME_OPENED it to a report you have something like this:


select -- columns here,
HD_TICKET.TIME_OPENED
-- , columns here
FROM HD_TICKET
/* joins, etc */
WHERE
1=1
/*and where filters */


to add an equivalent of "Time Open" you would have this. this is in seconds so you have to massage it with a function:


select -- columns here,
UNIX_TIMESTAMP(NOW())-UNIX_TIMESTAMP(HD_TICKET.TIME_OPENED) -- add some translation to it
-- , columns here
FROM HD_TICKET
/* joins, etc */
WHERE
1=1
/*and where filters */


If you truly want a timer then see this:
http://itninja.com/question/servers-installation-help03&mpage=1&key=&#
Answered 01/11/2012 by: GillySpy
Seventh Degree Black Belt

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