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 All bugs should be reported via email to bug-RT-Extension-ElapsedBusinessTime@rt.cpan.org or via the web at http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-ElapsedBusinessTime 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