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KACE Product Support Question


KACE Help Desk Time Opened

10/08/2015 1761 views
On the KACE Help Desk ticket view there is a column for Time Opened.  I believe this is a counter for how long a ticket is opened, but it will also take in to account your business hours.  So if you have a ticket open for 2 full days, time opened won't say 24 hours, it will say 16 hours (assuming your business hours are 8 hours per day).  How does KACE calculate this?
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This is a timestamp of the time that that ticket was set to an open status, if you want code to calculate how long the ticket has been in an open state please contact me as I have some that may work for you
Answered 10/29/2015 by: Hobbsy
Red Belt

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I don't think Time Opened is a calculation of time. I think this is a time stamp of when the ticket status went to an 'Opened' value. 
Answered 10/09/2015 by: Druis
Third Degree Green Belt

  • Time Open is a timestamp
    Time Opened is some sort of calculation between Time Open and Time Closed. I have seen this referenced as AGE_READABLE, but dont know howto pull this into a SQL statement as its not in any of the tables.

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