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#1 2011-11-07 01:20:50

enay
Guest
Registered: 2011-05-06
Posts: 62

Statistics by ticket

Hi there,

Can someone please help me?

What does "(real) Duration of ticket" in "Statistics by ticket" means? The average and total columns are 0 secs. This shouldn't be? Is there a way of removing these columns?

Also, how can I remove the "Satisfaction" column of this same report?

To get here,  Assistance->Statistics ->By ticket


Thank you.

enay

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#2 2011-11-07 07:44:12

enay
Guest
Registered: 2011-05-06
Posts: 62

Re: Statistics by ticket

Okay, I have no idea what this is???

I don't think this is related to my questions.

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#3 2011-11-09 00:22:38

enay
Guest
Registered: 2011-05-06
Posts: 62

Re: Statistics by ticket

Anyone please?

Please point me to a document about "(real) Duration of ticket".

Thank you.

enay

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#4 2011-11-09 12:12:52

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 14,127

Re: Statistics by ticket

Duration of a ticket is the time between status New to status Solved (without time in status pending).


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
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#5 2011-11-09 22:00:41

enay
Guest
Registered: 2011-05-06
Posts: 62

Re: Statistics by ticket

Thank you, yllen.

Can I please ask why then the "(real) Duration of Ticket" is 0? Is this is a fault? I'm getting 0 for all technicians and this shouldn't be. Do you know how i can solve this issue?

GLPI version 0.80.5

regards,
enay

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#6 2011-11-16 23:17:18

enay
Guest
Registered: 2011-05-06
Posts: 62

Re: Statistics by ticket

Hi yllen,

Is this a bug? if so, how do i report it as a bug? I have tested on my test machines and all showing the same result for "(real) Duration of Ticket" which is 0.

Can you please help?

Thanks,

enay

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#7 2011-11-16 23:49:17

Oggy One
Guest
From: Tours
Registered: 2011-06-22
Posts: 61

Re: Statistics by ticket

Hi

May as ask you if the tickets are closed or only solved ?

Thanks


Production : GLPI 0.90.1 - Debian 8 - Apache 2.4 - PHP 5.6 - MySQL 5.5 - OCS NG 2.0
Plugins : Applications Web, Bases de données, Comportements, Comptes, Imports Fabricants, Impressions PDF, Purge historique, Simcard, Formulaires, Generic objects

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#8 2011-11-16 23:51:06

enay
Guest
Registered: 2011-05-06
Posts: 62

Re: Statistics by ticket

Thanks for your reply Oggy One.

Some tickets are closed and some are resolved.

enay

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#9 2011-11-17 01:00:48

Oggy One
Guest
From: Tours
Registered: 2011-06-22
Posts: 61

Re: Statistics by ticket

Sorry,

No  matter if the tickeet is solved or closed

Real duration corresponds to the time you input in the tasks and you will see values when the ticket is solved.


Production : GLPI 0.90.1 - Debian 8 - Apache 2.4 - PHP 5.6 - MySQL 5.5 - OCS NG 2.0
Plugins : Applications Web, Bases de données, Comportements, Comptes, Imports Fabricants, Impressions PDF, Purge historique, Simcard, Formulaires, Generic objects

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#10 2011-11-25 00:30:43

enay
Guest
Registered: 2011-05-06
Posts: 62

Re: Statistics by ticket

Hi yllen,

Can I pass this on as a bug? I really need this working. Please help.

Thanks,
enay

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#11 2016-06-17 09:03:56

shubham.sharma75089
Guest
From: Ropar
Registered: 2016-05-31
Posts: 13

Re: Statistics by ticket

I am also having the same bug as real duration is always "0". can any one give any solution for it

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#12 2016-06-17 12:15:08

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 14,127

Re: Statistics by ticket

enay: in historical of a ticket, do you see different states (New, Processing, Closed) ?
If ticket is created as Closed, time will be 0


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#13 2018-06-05 04:28:33

Noraini
Guest
Registered: 2018-05-31
Posts: 3

Re: Statistics by ticket

Besides that question, can we keep track the open duration of ticket (for ticket not solved and closed) ?
Meaning to know how long the ticket duration  from created date to current date

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