Forum GLPI-Project

konesitprof

Member

Registered: 2009-04-09

Posts: 2

Time duration calculation issue with tracking tickets

Hello Friends,

I am new to GLPI. I could see the trouble ticket opened and closed time in TT tracking. but total time duration taken to resolve the issue is not being calculated and it shows 0 min.

PLease find the below log..........

Opened on:
09-04-2009 19:01
Closed on:
09-04-2009 19:16

0 Minute(s)

Can someone assist me resolve the issue?

Thanks and Best,

Kones.

Plight

Member

Registered: 2008-12-08

Posts: 188

Re: Time duration calculation issue with tracking tickets

The time is entered into the ticket description manually, not automatically calculated from the duration of the ticket from open to close.

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GLPI .72
Current plugins - massocsimport

CentOS 5.3

bwm367

Member

From: Maine, United States

Registered: 2009-01-06

Posts: 217

Website

Re: Time duration calculation issue with tracking tickets

Otherwise, it would be as if you were working on the ticket from the second it was opened.

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My Configuration: GLPI .72.3 running on XAMPP from a VMware Virtual Machine (Windows XP). PHP 5.2, Apache 2.2.3...

imsan

Member

Registered: 2010-03-31

Posts: 1

Re: Time duration calculation issue with tracking tickets

I am having same issue ,,, any ideas????

dmartine1

Member

From: Quebec

Registered: 2008-09-14

Posts: 124

Re: Time duration calculation issue with tracking tickets

If you want to keep track of time spent on each ticket, techs have to fill in the value for EACH follow-up they add to the ticket.

This will add up. Same applies for the material cost, you can fill it with repair cost if done externaly or part replacement.

If you want automatic time calculation, then you need some way to tell GLPI that tech is currently working on that specific ticket. In our current system (soon to be replaced with GLPI ...) we have a start / stop button. When a tech opens the ticket he works on, he just have to hit start button to compute time spent. When done, they hit stop and time is added to the ticket.

In theory, this is a nice feature. In real life, you would need some kind of human brain interface connection to make it work ...

It is very difficult to have the computer know what the tech is working on. Just having the ticket open does not mean he/she is working on that right now.

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Prod: GLPI 9.1.5 + OCS 2.3 + FI 9.1.1.1 (14000 postes, 1700 commutateurs, 24000 utilisateurs AD, 7 sites)
Ubuntu 16.04 Desktop/ VMWare / Applicatifs / Sgbd / PDF / ocsinventory-ng / data injection / room