[rt-users] SLA Extension config problems while manipulating due date

Kevin Falcone falcone at bestpractical.com
Mon Mar 3 14:37:34 EST 2014

On Fri, Feb 28, 2014 at 09:36:24AM +0100, Pablo Fernandez wrote:
>    The Reponse type is nice and dynamic... but the Resolve type is very static: either the ticket
>    original due date, or nothing.
>    It would be ideal to make it $ticket->CreatedObj->Unix + TIME_SPENT_IN_IGNORED_STATES.
>    Is there a way we can query how much time did a ticket spend in one state?
>    (this is probably a question for the rt-devel list, I will subscribe if needed)

That information is in the transaction table, you would have to walk
$Ticket->Transactions looking for Status changes in and out of the ignored states and 
calculating.  Obviously this could be expensive, so some form of
caching is more common (but this would require either an Attribute or
another Custom Field).

In theory, it sounds like a nice feature, but I worry at the

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