ManualTicketDates - Revision history

Sunnavy: /* Started */

2022-11-01T16:26:26Z

Started

← Older revision		Revision as of 12:26, 1 November 2022
Line 29:		Line 29:
	== Started ==		== Started ==

	RT uses Started date to indicate the time when a user actually begins work on the ticket. This date is set to "now" automatically when status of the ticket is changed from 'new' to any other ~~value~~. So if the server is configured to 'auto open' tickets on correspond, then it's set on correspond. However, if somebody opens it before any correspondence then it's also set.		RT uses Started date to indicate the time when a user actually begins work on the ticket. This date is set to "now" automatically when status of the ticket is changed from initial(e.g. 'new') to any other non-initial values. So if the server is configured to 'auto open' tickets on correspond, then it's set on correspond. However, if somebody opens it before any correspondence then it's also set.

	Try next tests:		Try next tests:

Blaine at 18:50, 2 April 2019

2019-04-02T18:50:00Z

← Older revision		Revision as of 14:50, 2 April 2019
Line 82:		Line 82:
	Up: [[ManualUsingWebInterface]]		Up: [[ManualUsingWebInterface]]
	[[Category:RT User Manual]]		[[Category:RT User Manual]]
			[[Category:RT44]]

Blaine at 15:12, 20 March 2019

2019-03-20T15:12:30Z

← Older revision		Revision as of 11:12, 20 March 2019
Line 10:		Line 10:
	* Starts		* Starts
	* Started		* Started
	* ~~Resolved~~		* Last Contact
	* Due		* Due
	* ~~Told~~		* Closed
	* ~~LastUpdated~~		* Updated

	Starts and Due dates work like expected (planned) time boundaries, while Started and ~~Resolved~~ are set after things happen. How this works is described below.		Starts and Due dates work like expected (planned) time boundaries, while Started, Last Contact, Closed, and Updated are set after things happen. How this works is described below.

	= Description =		= Description =
Line 40:		Line 40:
	There are no restrictions on these dates, so work on ticket could begin (started) earlier than it was expected (starts) or vice versa.		There are no restrictions on these dates, so work on ticket could begin (started) earlier than it was expected (starts) or vice versa.

	== ~~Resolved~~ ==		== Last Contact ==

	~~Resolved date indicates time when the ticket has been closed and RT~~ set ~~it automatically~~ when user or ~~[[Scrip]] changes status of the ticket to inactive value (see also [[InactiveStatus]])~~.		Is set when inbound user replies to a ticket or can be set manually. Last time that requestors were notified by someone.

	== Due ==		== Due ==
Line 48:		Line 48:
	Due date defines a deadline for the ticket. You can implement SLA or projects' deadlines using this field. Editable and optional.		Due date defines a deadline for the ticket. You can implement SLA or projects' deadlines using this field. Editable and optional.

	== ~~Told (Last Contact) ==~~		== Updated ==

	~~Is set when inbound user replies to a ticket or can be set manually. Last time that requestors were notified by someone.~~

	~~== LastUpdated~~ ==

	This date is set automatically to now when ticket is changed in any way.		This date is set automatically to now when ticket is changed in any way.
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	= Changing dates =		= Changing dates =

	Users who have the correct rights can set Starts, Started, ~~Told~~ and Due dates. These dates and others can be set automatically as described above.		Users who have the correct rights can set Starts, Started, Last Contact, and Due dates. These dates and others can be set automatically as described above.

	To change a date, open a ticket and click on title of the 'Dates' box or 'Dates' subtab in the menu. From this page, you can adjust dates of the ticket.		To change a date, open a ticket and click on title of the 'Dates' box or 'Dates' subtab in the menu. From this page, you can adjust dates of the ticket.

	To change any of these dates, type the new date in the text box ~~and click~~ the ~~Submit button. In recent versions you can use~~ calendar popup to pick a date.		To change any of these dates, type the new date in the text box or use the calendar popup to pick a date, then click the Submit button.

	'''NOTE:''' Acceptable date formats such as mm/dd/yy or dd/mm/yyyy vary by organization and country. If you're not sure, ask an administrator how to enter dates. Administrators can consult with [~~http~~://~~search.cpan~~.org/~~author/MUIR~~/Time~~-modules-2003.0211/lib/Time/~~ParseDate~~.pm~~ manual] for a date parsing perl module.		'''NOTE:''' Acceptable date formats such as mm/dd/yy or dd/mm/yyyy vary by organization and country. If you're not sure, ask an administrator how to enter dates. Administrators can consult with [https://metacpan.org/pod/Time::ParseDate manual] for a date parsing perl module.

	Dates can also be changed from the bulk update option. See [[ManualTicketsBulkUpdate]].		Dates can also be changed from the bulk update option. See [[ManualTicketsBulkUpdate]].
Line 70:		Line 66:
	== Unset (delete) Date ==		== Unset (delete) Date ==

	To delete date or clear date, simply ~~enter~~ the ~~number 0 in~~ the ~~date field~~ and save. This will change the date field to "not set"~~. '''This totally sounds like a bug and should be fixed'''~~.		To delete date or clear date, simply remove the date from the text box and save. This will change the date field to "not set".

	= Searching by dates =		= Searching by dates =
Line 77:		Line 73:

	= Working with date in scripts =		= Working with date in scripts =
	If you need to search for the dates in script, consult [https://docs.bestpractical.com/rt/4.2.15/RT/Date.html official docs]. To display the correct local time shift use <tt>Timezone => ‘user’</tt> in your functions. Example:		If you need to search for the dates in script, consult [https://docs.bestpractical.com/rt/4.4.4/RT/Date.html official docs]. To display the correct local time shift use <tt>Timezone => ‘user’</tt> in your functions. Example:
	$date->Set(Format => ‘ISO’,Value => $ticket->Created);		$date->Set(Format => ‘ISO’,Value => $ticket->Created);
	say $date->LocalizedDateTime(Timezone => ‘user’);		say $date->LocalizedDateTime(Timezone => ‘user’);

Phanousk at 10:09, 14 January 2019

2019-01-14T10:09:46Z

← Older revision		Revision as of 06:09, 14 January 2019
Line 74:		Line 74:
	= Searching by dates =		= Searching by dates =

	It's possible to search using not only absolute dates like '2009-11-30', but also relative dates like '7 days ago'. This is described more in details at [[TicketSQL#Date Syntax\|Ticket SQL]]. If you need to search for the dates in script, consult [https://docs.bestpractical.com/rt/4.2.15/RT/Date.html official docs]. To display the correct local time shift use <tt>Timezone => ‘user’</tt> in your functions. Example:		It's possible to search using not only absolute dates like '2009-11-30', but also relative dates like '7 days ago'. This is described more in details at [[TicketSQL#Date Syntax\|Ticket SQL]].

			= Working with date in scripts =
			If you need to search for the dates in script, consult [https://docs.bestpractical.com/rt/4.2.15/RT/Date.html official docs]. To display the correct local time shift use <tt>Timezone => ‘user’</tt> in your functions. Example:
	$date->Set(Format => ‘ISO’,Value => $ticket->Created);		$date->Set(Format => ‘ISO’,Value => $ticket->Created);
	say $date->LocalizedDateTime(Timezone => ‘user’);		say $date->LocalizedDateTime(Timezone => ‘user’);
	say $date->ISO(Timezone => ‘user’):		say $date->ISO(Timezone => ‘user’);

	----		----

Phanousk: /* Searching by dates */

2019-01-14T10:08:24Z

Searching by dates

← Older revision		Revision as of 06:08, 14 January 2019
Line 77:		Line 77:
	$date->Set(Format => ‘ISO’,Value => $ticket->Created);		$date->Set(Format => ‘ISO’,Value => $ticket->Created);
	say $date->LocalizedDateTime(Timezone => ‘user’);		say $date->LocalizedDateTime(Timezone => ‘user’);
	say "date->ISO(Timezone => ‘user’):		say $date->ISO(Timezone => ‘user’):

	----		----

Phanousk: /* Searching by dates */

2019-01-14T10:07:56Z

Searching by dates

← Older revision		Revision as of 06:07, 14 January 2019
Line 74:		Line 74:
	= Searching by dates =		= Searching by dates =

	It's possible to search using not only absolute dates like '2009-11-30', but also relative dates like '7 days ago'. This is described more in details at [[TicketSQL#Date Syntax\|Ticket SQL]]. If you need to search for the dates in script, consult [https://docs.bestpractical.com/rt/4.2.15/RT/Date.html official docs]. To display the correct time shift use <tt>Timezone => ‘user’</tt> in your functions. Example:		It's possible to search using not only absolute dates like '2009-11-30', but also relative dates like '7 days ago'. This is described more in details at [[TicketSQL#Date Syntax\|Ticket SQL]]. If you need to search for the dates in script, consult [https://docs.bestpractical.com/rt/4.2.15/RT/Date.html official docs]. To display the correct local time shift use <tt>Timezone => ‘user’</tt> in your functions. Example:
	$date->Set(Format => ‘ISO’,Value => $ticket->Created);		$date->Set(Format => ‘ISO’,Value => $ticket->Created);
	say $date->LocalizedDateTime(Timezone => ‘user’);		say $date->LocalizedDateTime(Timezone => ‘user’);

Phanousk at 10:07, 14 January 2019

2019-01-14T10:07:11Z

← Older revision		Revision as of 06:07, 14 January 2019
Line 74:		Line 74:
	= Searching by dates =		= Searching by dates =

	It's possible to search using not only absolute dates like '2009-11-30', but also relative dates like '7 days ago'. This is described in details [[~~ManualSearchOnDates~~]].		It's possible to search using not only absolute dates like '2009-11-30', but also relative dates like '7 days ago'. This is described more in details at [[TicketSQL#Date Syntax\|Ticket SQL]]. If you need to search for the dates in script, consult [https://docs.bestpractical.com/rt/4.2.15/RT/Date.html official docs]. To display the correct time shift use <tt>Timezone => ‘user’</tt> in your functions. Example:
			$date->Set(Format => ‘ISO’,Value => $ticket->Created);
			say $date->LocalizedDateTime(Timezone => ‘user’);
			say "date->ISO(Timezone => ‘user’):

	----		----

Phanousk: /* Told (Last Contact) */

2017-11-14T10:42:22Z

Told (Last Contact)

← Older revision		Revision as of 06:42, 14 November 2017
Line 50:		Line 50:
	== Told (Last Contact) ==		== Told (Last Contact) ==

	Is set when inbound user replies to a ticket or can be set manually.		Is set when inbound user replies to a ticket or can be set manually. Last time that requestors were notified by someone.

	== LastUpdated ==		== LastUpdated ==

Admin: 6 revisions imported

2016-04-06T20:14:31Z

6 revisions imported

New page

Up: [[ManualUsingWebInterface]]

----

= Introduction =

Tickets in RT have several date fields:

* Created
* Starts
* Started
* Resolved
* Due
* Told
* LastUpdated

Starts and Due dates work like expected (planned) time boundaries, while Started and Resolved are set after things happen. How this works is described below.

= Description =

== Created ==

This is the first date that is set during creation of a ticket and cannot be changed using the UI.

== Starts ==

Starts date is used to indicate the time when staff expects to begin to work on the current ticket. Editable and optional.

== Started ==

RT uses Started date to indicate the time when a user actually begins work on the ticket. This date is set to "now" automatically when status of the ticket is changed from 'new' to any other value. So if the server is configured to 'auto open' tickets on correspond, then it's set on correspond. However, if somebody opens it before any correspondence then it's also set.

Try next tests:

* create a ticket, click the open action and look on the dates box
* create a ticket, click the resolve action and look on the dates box

== Starts vs. Started ==

There are no restrictions on these dates, so work on ticket could begin (started) earlier than it was expected (starts) or vice versa.

== Resolved ==

Resolved date indicates time when the ticket has been closed and RT set it automatically when user or [[Scrip]] changes status of the ticket to inactive value (see also [[InactiveStatus]]).

== Due ==

Due date defines a deadline for the ticket. You can implement SLA or projects' deadlines using this field. Editable and optional.

== Told (Last Contact) ==

Is set when inbound user replies to a ticket or can be set manually.

== LastUpdated ==

This date is set automatically to now when ticket is changed in any way.

= Changing dates =

Users who have the correct rights can set Starts, Started, Told and Due dates. These dates and others can be set automatically as described above.

To change a date, open a ticket and click on title of the 'Dates' box or 'Dates' subtab in the menu. From this page, you can adjust dates of the ticket.

To change any of these dates, type the new date in the text box and click the Submit button. In recent versions you can use calendar popup to pick a date.

'''NOTE:''' Acceptable date formats such as mm/dd/yy or dd/mm/yyyy vary by organization and country. If you're not sure, ask an administrator how to enter dates. Administrators can consult with [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm manual] for a date parsing perl module.

Dates can also be changed from the bulk update option. See [[ManualTicketsBulkUpdate]].

== Unset (delete) Date ==

To delete date or clear date, simply enter the number 0 in the date field and save. This will change the date field to "not set". '''This totally sounds like a bug and should be fixed'''.

= Searching by dates =

It's possible to search using not only absolute dates like '2009-11-30', but also relative dates like '7 days ago'. This is described in details [[ManualSearchOnDates]].

----

Up: [[ManualUsingWebInterface]]
[[Category:RT User Manual]]

BillCole: Adding categories

2010-12-22T23:47:19Z

Adding categories

New page

Up: [[ManualUsingWebInterface]]

----

= Introduction =

Tickets in RT have several date fields:

* Created
* Starts
* Started
* Resolved
* Due
* Told
* LastUpdated

Starts and Due dates work like expected (planned) time boundaries, while Started and Resolved are set after things happen. How this works is described below.

= Description =

== Created ==

This is the first one that is set during creation of a ticket and cannot be changed using the UI.

== Starts ==

Starts date is used to indicate time when a staff expects to begin to work on the current ticket. Editable and optional.

== Started ==

RT uses Started date to indicate time when a user actually begins work on the ticket. This date is set to "now" automatically when status of the ticket is changed from 'new' to any other value. So if the server is configured to 'auto open' tickets on correspond, then it's set on correspond. However, if somebody opens it before any correspondence then it's also set.

Try next tests:

* create a ticket, click the open action and look on the dates box
* create a ticket, click the resolve action and look on the dates box

== Starts vs. Started ==

There are no restrictions on these dates, so work on ticket could begin (started) earlier than it was expected (starts) or vice versa.

== Resolved ==

Resolved date indicates time when the ticket has been closed and RT set it automatically when user or [[Scrip]] changes status of the ticket to inactive value (see also [[InactiveStatus]]).

== Due ==

Due date defines a deadline for the ticket. You can implement SLA or projects' deadlines using this field. Editable and optional.

== Told (Last Contact) ==

Is set when inbound user replies to a ticket or can be set manually.

== LastUpdated ==

This date is set automatically to now when ticket is changed in any way.

= Changing dates =

Users who have the correct rights can set Starts, Started, Told and Due dates. These dates and others can be set automatically as described above.

To change a date, open a ticket and click on title of the 'Dates' box or 'Dates' subtab in the menu. From this page, you can adjust dates of the ticket.

To change any of these dates, type the new date in the text box and click the Submit button. In recent versions you can use calendar popup to pick a date.

'''NOTE:''' Acceptable date formats such as mm/dd/yy or dd/mm/yyyy vary by organization and country. If you're not sure, ask an administrator how to enter dates. Administrators can consult with [http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm manual] for a date parsing perl module.

Dates can also be changed from the bulk update option. See [[ManualTicketsBulkUpdate]].

== Unset (delete) Date ==

To delete date or clear date, simply enter the number 0 in the date field and save. This will change the date field to "not set". '''This totally sounds like a bug and should be fixed'''.

= Searching by dates =

It's possible to search using not only absolute dates like '2009-11-30', but also relative dates like '7 days ago'. This is described in details [[ManualSearchOnDates]].

----

Up: [[ManualUsingWebInterface]]
[[Category:RT User Manual]]