/build/static/layout/Breadcrumb_cap_w.png

K1000 Service Desk: Difference between Created, Time_Opened and Time_Closed Fields

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?


0 Comments   [ + ] Show comments

Answers (2)

Answer Summary:
Posted by: SMal.tmcc 10 years ago
Red Belt
2

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


Comments:
  • What about TIME_CLOSED which is really what I need for this rule? - lmland 10 years ago
    • Time_closed is when the state changed to closed status - SMal.tmcc 10 years ago
      • 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. - lmland 10 years ago
Posted by: Wildwolfay 10 years ago
Red Belt
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.

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