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?
Answers (2)
Created is when it was made by submitter, time_opened is when the helpdesk/technician looked at it.
Comments:
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What about TIME_CLOSED which is really what I need for this rule? - lmland 11 years ago
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.
