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2016-04-06T20:37:43Z

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Hi,

Searching on past threads, I couldn't find how to set the "[[TimeWorked]]" automatically when a ticket was resolved, taking into account the "Started" and the "Resolved" dates. This prompted me to developed the following Scrip, which uses Date::Calc to find the date difference and update the [[TimeWorked]] field. Does RT already provide such an option?

Thanks,

Miguel

:That's not what the field is meant for. It's hours spent working, not days until the ticket was closed. In general the former will be a small fraction of the latter. --Jerrad

:I built upon the original scrip to add the option to control closed hours and weekends. I also added comments and color-coding to the perl text. --Max

:- To change the amount of closed hours, edit the number value of the "$closed_hours" variable. It is currently set to 15.( ''E.G. 9am -> 6pm = 9 hours. 24 - 9 = 15 hours'')
:- To change the amount of weekend days to count, edit the number value of the "$weekend_closed_days" variable. It is currently set to 2 (''E.G. Saturday + Sunday = 2 days'').

* Condition: On Resolve
* Action: User Defined
* Template: Global template: Blank
* Stage: '''[[TransactionCreate|Transactio]][[TransactionCreate|nBatch]]'''
* Custom action preparation code: '''return 1;'''
* Custom action cleanup code:

----
'''use''' Date::Calc qw(Delta_DHMS);

# Declare relevant variables
 '''my''' $time_elapsed = "0";
 '''my''' $not_started = '''undef''';
 '''my''' $not_resolved = '''undef''';
 '''my''' (@diff, @date_created, @date_started, @date_resolved, @date_last_updated);

# Get ticket date values and hold them in variables
 '''my''' $date_created_string = $self->TicketObj->Created;
 '''my''' $date_started_string = $self->TicketObj->Started;
 '''my''' $date_resolved_string = $self->TicketObj->Resolved;
 '''my''' $date_last_updated_string = $self->TicketObj->LastUpdated;

# If the ticket created date string is in a (YYYY-MM-DD HH:MM:SS) format
 '''if''' ($date_created_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) {
     # Create an array out of the individual date & time values
     @date_created = ($1, $2, $3, $4, $5, $6);
 }

# If the ticket started date string is in a (YYYY-MM-DD HH:MM:SS) format
 '''if''' ($date_started_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) {
     # If ticket starts date is unset
     '''if'''($1 == 1970){
         # Set not_started variable to true
         $not_started = "1";
     }
     # Otherwise
     '''else''' {
         # The ticket started date has not been set
         @date_started = ($1, $2, $3, $4, $5, $6);
     }
 }

# If the ticket resolved date string is in a (YYYY-MM-DD HH:MM:SS) format
 '''if''' ($date_resolved_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) {
     # Create an array out of the individual date & time values
     # If ticket resolved date is unset
     '''if''' ($1 == 1970){
         # Set not_resolved variable to true
         $not_resolved = "1";
     }
     # Otherwise
     '''else''' {
         # The ticket resolved date has not been set
         @date_resolved = ($1, $2, $3, $4, $5, $6);
     }
 }

# If the ticket last updated date string is in a (YYYY-MM-DD HH:MM:SS) format
 '''if''' ($date_last_updated_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) {
     # Create an array out of the individual date & time values
     @date_last_updated = ($1, $2, $3, $4, $5, $6);
 }

# If the ticket started and resolved dates have not been set
 '''if''' ($not_started && $not_resolved) {
     # Create an array of delta values using the ticket created & last updated dates
     @diff = Delta_DHMS(@date_created, @date_last_updated);
 }
 # If the ticket started date has not been set
 '''elsif''' ($not_started) {
     # Create an array of delta values using the ticket created & resolved dates
     @diff = Delta_DHMS(@date_created, @date_resolved);
 }
 # If the ticket resolved date has not been set
 '''elsif''' ($not_resolved) {
     # Create an array of delta values using the ticket started & last updated dates
     @diff = Delta_DHMS(@date_started, @date_last_updated);
 }
 '''else''' {
     # Create an array of delta values using the ticket started & resolved dates
     @diff = Delta_DHMS(@date_started, @date_resolved);
 }

# Only count open business hours
 '''my''' $closed_hours = 12;
 '''my''' $days = $diff[0];

# Option to remove weekends
 '''my''' $weekend_closed_days = 2;
 '''my''' $week_count = 0;
 '''for''' ('''my''' $i = 0; $i <= $days; $i += 7) {
     $week_count += 1;
 }
 $days = $days - ($week_count * $weekend_closed_days);

# Convert the results into minutes
 '''my''' $day_to_minutes = $days * 1440;
 '''my''' $hour_to_minutes = $diff[1] * 60;
 '''my''' $closed_hours_to_minutes = (60 * $closed_hours) * $days;

# Calculate the elapsed time
 '''my''' $time_elapsed_sum = $day_to_minutes + $hour_to_minutes + $diff[2] - $closed_hours_to_minutes;

# If the sum of the elapsed times is greater then zero
 '''if''' ($time_elapsed_sum > 0) {
     # Set the elapsed time 
     $time_elapsed = qq($time_elapsed_sum\.$diff[3]);
 }

# Log successful scrip execution
 $RT::Logger->info("\n\nSetting TimeWorked on ticket to: $time_elapsed");

# Set the ticket worked time to the elapsed time
 $self->TicketObj->SetTimeWorked( $time_elapsed ); ----

SetTimeWorkedAutomatically - Revision history

Admin: 40 revisions imported