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Title
Time Since Last Opened' appears as dashes only -
Description
A defect was discovered on version 13.1 that can be triggered when the new ticket default status value is changed from New to Opened. -
Cause
The default value for New tickets created is New
If this value is changed to Opened on the queue configuration (or Opened State), and add on the fields and layout the time since last opened is added to the ticket list, it will trigger this view, on the tickets list, to show dashes instead of the correct time since opened.
This is being tracked under defect ID K1-34508, to be resolved on a future release. Follow the work-around below in the meantime. -
Resolution
Disclaimer: The attached custom ticket rule is offered with no expressed or implied warranty and are to be used at your own risk. Improper use of custom ticket rules can cause irreparable damage to the SMA's database. Please proceed with caution and offboard backup in case anything goes wrong.
The workaround for this issue is create a Custom Ticket Rule(CTR) that will change the status value from New to Opened on Ticket Save.
The status can vary depending on the configuration, but in general, the ticket should be opened on a Stalled State (Status New) and then changed to an Open state (Status Opened).
Ticket status triggered by the defect
For existing tickets, after creating the CTR, they can be selected and changed Status to New from the Dropdown on the Ticket List view. If the CTR was setup correctly, then they will automatically be changed back to Opened status, and will start tracking Time Since Last Opened correctly.
If the workaround is not working, feel free to contact support for assistance. -
Defect ID
K1-34508