Chapter 8. Time related functions in OTRS

Table of Contents

Specifying the relevant times for OTRS
TimeWorkingHours
TimeVacationDays
TimeVacationDaysOneTime
Automated Unlocking
Pending Tickets
Escalation Properties

Specifying the relevant times for OTRS

Some actions in OTRS are dependent on, and initiated in, relation to the actual system time. The escalation of tickets and the calculation of the escalation time for tickets depend on a proper set up of the relevant times for the ticket system. The sending of notifications for escalated tickets and for tickets that have reached the pending time is triggered in dependency to the time settings. The automatic unlock mechanism is influenced by a proper time set up too.

With the configuration parameters TimeWorkingHours , TimeVacationDays and TimeVacationDaysOneTime the relevant time settings for the system can be specified either via the SysConfig interface or directly in the Kernel/Config.pm file.

TimeWorkingHours

Set up the relevant working hours for your system in Kernel/Config.pm file the following way:

Example 8.1. Specifying the relevant working hours for the system

    $Self->{'TimeWorkingHours'} = {
        Mon => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Tue => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Wed => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Thu => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Fri => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ],
        Sat => [  ],
        Sun => [  ],
    };


Only during the specified working hours tickets can escalate, notifications for escalated and pending tickets will be send and tickets will be unlocked automatically. Furthermore only these hours influence the calculation of the escalation time and the point of time for automatic unlock.

TimeVacationDays

General holidays with the same date every year can be specified for the system in the Kernel/Config.pm file the following way:

Example 8.2. Specifying regular holidays in the system

    $Self->{'TimeVacationDays'} = {
        1 => {
            1 => 'New Year\'s Day!',
        },
        5 => {
            1 => '1st. May',
        },
        12 => {
            24 => 'Christmas Eve',
            25 => 'Christmas Day',
            26 => 'Boxing Day',
            31 => 'New Year\'s Eve',
        },
    };


No time related calculations or actions are done by the system On such days.

TimeVacationDaysOneTime

Free days or holidays that vary every year can be specified in the Kernel/Config.pm file the following way.

Example 8.3. Specifying irregular holidays in the system

    $Self->{'TimeVacationDaysOneTime'} = {
        2008 => {
            12 => {
                27 => 'Annual closing',
                28 => 'Annual closing',
                29 => 'Annual closing',
                30 => 'Annual closing',
            },
        },
        2009 => {
            6 => {
                12 => 'Annual works outing',
            },
        },
    };


No time related calculations or actions are done by the system On such days.