NAME

RT-Extension-ElapsedBusinessTime - Calculate the elapsed business time that tickets are open

DESCRIPTION

This extension provides for new colummns in reports that display the elapsed business time that a ticket has been open. Various items are configurable to define what constitutes a business day.

RT VERSION

Works with RT 4.4.x, not tested with 4.6.x yet.

INSTALLATION

perl Makefile.PL

make

make install

May need root permissions

Edit your /opt/rt4/etc/RT_SiteConfig.pm

Add this line:

    Plugin('RT::Extension::ElapsedBusinessTime');

Clear your mason cache

    rm -rf /opt/rt4/var/mason_data/obj

Restart your webserver

CONFIGURATION

The available configuration options, with their defaults are given here.

    Set( %ElapsedBusinessTime,
        Start   => '08:30',
        End     => '17:30',
        Country => undef,
        Region  => undef,
        'Exclude Days'   => [6, 7],
        'Exclude States' => ['stalled', 'blocked', 'resolved', 'rejected', 'deleted'],
    );
  

Options are:

Start

The start of the business day.

End

The end of the business day.

Country

A country for which there is a Date::Holidays module which describes the holidays for that country. If there isn't one, please consider writing one! For example 'NZ' for New Zealand.

Region

Some country modules for Date::Holidays include regions for regional holidays. For example 'Wellington' within New Zealand for Wellington Anniversary Day.

Excluded Days

Days which should not be considered working days. The day numbers are from DateTime. For reference they are:

    1: Monday
    2: Tuesday
    3: Wednesday
    4: Thursday
    5: Friday
    6: Saturday
    7: Sunday

Excluded States

Which a ticket is in one of these states, then it is considered inactive and the counter stops. This is to allow when a ticket is waiting on a customers feedback, and for some businesses, that time shouldn't be added to their ticket duration time.

DISPLAY COLUMNS

There are three display columns which this extension adds, which all show the same information, just in different formats:

ElapsedBussinessHours

ElapsedBussinessMinutes

ElapsedBussinessTime

AUTHOR

Andrew Ruthven, Catalyst Cloud Ltd <puck@catalystcloud.nz>

All bugs should be reported via email to bug-RT-Extension-ElapsedBusinessTime@rt.cpan.org or via the web at rt.cpan.org.

LICENSE AND COPYRIGHT

This software is Copyright (c) 2019 by Catalyst Cloud Ltd

This is free software, licensed under:

  The GNU General Public License, Version 2, June 1991