Problem in Ticket duration calculation (close_in_min)


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  • Used Zammad version: 2.5
  • Used Zammad installation source: source
  • Operating system: Ubuntu
  • Browser + version: Chrome 69.0.3497.100

Expected behavior:

  • Close_in_min calculated when the ticket goes from anywhere to Closed state.

Actual behavior:

  • Close_in_min is only calculated when escalation due dates are computed.
    Not sure why and which events triggers the escalation due date process.

Steps to reproduce the behavior:

  • Create a ticket / Close the ticket few minutes later / check the close_in_min value in elasticsearch

Am I the only one to have this needs in getting the business hours duration it took to solve a ticket or am I looking in the wrong place?


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