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

• Condition: On Resolve
• Action: User Defined
• Template: Global template: Blank
• Stage: TransactionCreate
• Custom action preparation code: 1;
• Custom action cleanup code:

---

use Date::Calc qw(Delta_DHMS);

my $time_elapsed = "0";
my $not_updated = undef;
my (@diff,@date_created,@date_started,@date_resolved);

my $date_created_string = $self->TicketObj->Created;
my $date_started_string = $self->TicketObj->Started;
my $date_resolved_string = $self->TicketObj->Resolved;

if ($date_created_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) {
    @date_created = ($1, $2, $3, $4, $5, $6);
}

if ($date_started_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) {
    # if ticket is created without "new" status
    if($3 == 1970){
        $not_updated = "1";
    }
    else{
        @date_started = ($1, $2, $3, $4, $5, $6);
    }
}

if ($date_resolved_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) {
    @date_resolved = ($1, $2, $3, $4, $5, $6);
}

if ($not_updated){
    @diff = Delta_DHMS(@date_started, @date_resolved);
}
else{
    @diff = Delta_DHMS(@date_created, @date_resolved);
}

my $day_to_minutes = $diff[0] * 1440;
my $hour_to_minutes = $diff[1] * 60;

my $time_elapsed_sum = $day_to_minutes + $hour_to_minutes + $diff[2];

if($time_elapsed_sum > 0){
    $time_elapsed = qq($time_elapsed_sum\.$diff[3]);
}

$RT::Logger->debug("Setting TimeWorked to: $time_elapsed");

$self->TicketObj->SetTimeWorked( $time_elapsed );

---