/build/static/layout/Breadcrumb_cap_w.png

HD database field for "Time Open"

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.

0 Comments   [ + ] Show comments

Answers (3)

Posted by: airwolf 11 years ago
Red Belt
0
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'
Posted by: GillySpy 11 years ago
7th Degree Black Belt
0
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
Posted by: maurere 11 years ago
Orange Belt
0
We found a different way of doing this, thanks for the replies.

Comments:
  • What way did you use to do this? I am not a big SQL guy, so I am in need. - pdavis@chatn.org 7 years ago
Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ