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#1 2006-09-02 23:21:25

Taras_
Member
From: Russia
Registered: 2006-04-25
Posts: 57
Website

[tickets] Time tracking in GLPI.

Is GLPI capable of automatic calculating durations when tickets are in different states? Or total time from adding new  ticket to closing (solving) it? Can GLPI give reports about duration-based ticket statistics?

Now we use ticketing sistem from Bitrix CMS (http://www.bitrixsoft.com), but i want to switch towards GLPI ticketing system. My tickets processing is something like this:

1) Cliets assign tickets via phone/mail/web. (Ticked marked "New")
2) In 30 mins we assign ticket to responsible tech. user. (Ticket marked "Assigned") - solving started
3) In process of solving ticket there can be many states ("Transport", "Diagnostics" and such. things), but there is one special state - "Third Party". Time ticket being in state "Third party" excluded from total ticket solving time.
4) Ticket becomes "Solved" or "Unsolved" - solving finished.
Time of solving = date(solving finished) - date(solving started) - duration_in_state("Third Party");
5) Only client can "Close" (confirm solving/unsolving) for constant amount of time (5 days, for example). If client don't confirm ticket <in 5 days>, it confirmed automaticaly and marked special way.

It's very nice to have such durations statistic. Bitrix CMS techsupport module can work in way like this, but not very good ;-) Can GLPI handle something like this?

Thanks in advance!


Multiple GLPI instances. Thanks to developers! smile

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#2 2006-09-07 00:18:46

JMD
GLPI - Lead
Registered: 2004-09-13
Posts: 9,180
Website

Re: [tickets] Time tracking in GLPI.

I put it in our Trac. We'll keep in mind this features.


JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
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