Folow-up and ticket spent time in new 0.78

Raff · 2010-10-25 13:55:42

I updated last week from 0.72.4 to 0.78 because I wanted to have email tamplates in notification, but I am disaponted with new GLPI.

First I can not write time spent on each folow-up which make me thinking to go back to 0.72.4
The second problem is the there ios not reaopening button when you want open cloced ticket. And there is no closea and solve buttum.
How to write time spent on each folow-up in the new GLPI???

Third there is no tracking meny.

And the last my plugins are not compatible with this version

I was trying to downgrade to 0.72.4 to have time spent feature but I did not manage it.

Regards
Raff

Last edited by Raff (2010-10-25 14:06:48)

Raff · 2010-10-25 14:07:41

Can anybody tell me where there is possibility to put time spent on each folow-ups.?
Raff

sangram.gohil · 2010-10-25 14:21:02

someone posted like below to use in .78 version
User Tasks to add time.

follow-up => dialog with the "client"
Like => send me a screenshot
task => technical work done the technician (mainly for tech only)
Like => right restore on server XAB025
solution => something "readable" by both the tech and the client
Like=> you should be able to acces to this document now

remi · 2010-10-25 14:21:05

A "up" after less than 12'....

Please read http://www.glpi-project.org/forum/misc.php?action=rules

+

P.S I could have answer... but a think I will wait a little.

Raff · 2010-10-25 14:45:15

I do not understand your answer.
What does it mean:
"A "up" after less than 12'...."

Raff

remi · 2010-10-25 15:10:25

1st message at 12:55
2nd message at 13:07, (what is usaually named an "up" message)

This is a lack of respect for the team which try to make this forum reactive.

+

Raff · 2010-10-25 15:11:18

Hi Sangram.gohil
Yes I understand that you can add time adding new task, but before I had possibility to add time on spend follow-up

follow-up => dialog with the "client"
Like => send me a screenshot

This takes also time. The dialog and asking for screenshots take also time, and it will be nice to have possibility to add this time too

task => technical work done the technician (mainly for tech only)
Like => right restore on server XAB025

solution => something "readable" by both the tech and the client
Like=> you should be able to acces to this document now

Here it should be also possibility to ad spent time.

What you think?

Raff

Raff · 2010-10-25 15:12:31

Sorry I just wanted to update my post.

remi wrote:

1st message at 12:55
2nd message at 13:07, (what is usaually named an "up" message)
This is a lack of respect for the team which try to make this forum reactive.
+

sean.tapscott · 2010-10-25 15:43:54

Followups shouldn't really count as time in this version. They're only a place to store communications with the user/client. Tasks should be where you track time. Even if its "Sent followup to user, 5 minutes", that's where it should be stored. It would mean you'd be writing a task and a followup, which seems a bit inefficient, but its also quite thorough.

If time tracking really was important to you, every followup would have a matching task, and every action performed to solve the ticket would also have a task. Sounds to me like you'd just need to change the process a bit. I would say that being thorough is important anyway when tracking time, especially if you bill people for it.

When a customer asks, "Hey, why did I get billed this amount?", you could print out a form showing each step you took, all the communications you sent, how long they took, and the solution. (See "Print to PDF" plugin, or whatever it might be called in your language.)

Also, closing a ticket now simply requires you to change the Status of the ticket and click update. I agree that I miss the "Add Followup and Close" button, but it doesn't mean this version is unusable. With how thorough you plan on being with the tasks and time tracking, I wouldn't worry about it.

If I assume you meant to say, "There is no tracking menu", have you even explored or used this version at all before calling it down? The ticketing system did change slightly, and for the better. the Tracking menu became the "Assistance" menu, with the actual ticketing feature now called "Tickets". Much more descriptive.

I think this is all very doable in this version, and you should try to be more flexible.

Last edited by sean.tapscott (2010-10-25 15:45:45)

Raff · 2010-10-25 15:56:41

Hi Sean, Thank you for your answer.
Nice. It will be good in next update we can have possibility to add spend time when closing tickets. Sometimes you just geting tickets, doing it, writing solution and than you would like to have posibility to add time spent on it.
Please add this possibility. I really like email tempalting in this version.
You can add total duration when you create ticket, but it should be or also should be when you are closing the tickets.
When writing solution you should be able click close it. It should do update at the same time. You should update solution and later on update the ticket if you want to close it.

By the way, is there a possibility to change the topics of the mail sent to client

No I have
[GLPI #0002109] Ticket Update The drivers .....
I would like to have more descriptive :
[LU Help System #0002109] Ticket Update The drivers .....
Is it possible?

Raff

sean.tapscott · 2010-10-25 17:25:47

I don't know, I'm not a developer. If you look at the template, that whole section is represented by the ##ticket.action## tag. I'm sure there's a way to customize that tag, but I don't know how.

elliot01 · 2010-10-27 13:45:36

I must admit, while I can see the reasoning behind the use of three entries (follow-ups/tasks/solutions) it has made GLPI inefficient and more long-winded.

It seems a bit silly to type a follow-up (for the end-user's eyes), then duplicate it by adding it as a task ("I spent 1 minute writing a follow-up").

On the other hand, you don't always know what 'task' will fix the problem, so you can end up duplicating the last task as the solution. Just writing "see last task" in to every solution, again, seems to be time wasting.

If the intention was to keep 'work done' (i.e.: 0.78 'tasks') for the techie's eyes, then that's what the 'private' flag was for (in 0.72.4 'follow-ups'), surely?

Don't mean to bitch, GLPI is still an awesome feat, but I do think the follow-ups/tasks/solutions idea has been a step back.

Raff · 2010-10-27 14:03:02

Thtas right. GLPI is awesome. And thats right task, follow-up idea in new 0.78 is not so good. It could be good if the tickets is to broad and creating new task(ticket) from the one could be good idea. It will be very confusing for user getting both follow-ups and tickets by notifications. I would suggest to go back to follow-ups like in 0.72.4 , add posibility to crate new tickets from the existing tickets and removing tasks. Folow-upp should have than possibility to add time spent and also ticket should have possibility to uppdate "time spent" any time, not only when adding new tasks and closing tickets.
Solved and Closed is also confusing. When the ticket is solved it should be closed at the same time. I do not understand the idea to seperate solved tickets from the closed.
What do you think?

Raff

remi · 2010-10-27 14:22:21

> Solved : technical answer : a solution
> Closed : solution is approved by the client.

This is an ITIL good pratice.

If you don't see any need for this, use the auto-close feature.

+

Raff · 2010-10-27 14:27:36

Nice, but how to explain to user who are getting two notifications . First with solution when ticket is solved and later when ticket is closed?

remi · 2010-10-27 14:29:06

If the user receive a notification, that means you have configured it.

+

Raff · 2010-10-27 14:34:34

Yes, but I want that user will get notification that ticket is solved and closed in one email not two.

Raff

sean.tapscott · 2010-10-27 15:32:50

Then disable one or the other. Notifications are completely customizable by the admin.

ingramjimbo · 2010-11-22 21:36:03

We are experiencing similar problems since upgrade to latest version of GLPI.

As Manager I would frequently enter tasks into the individual's queue, however if I do this they are now unable to alter the "Total Duration". Therefore when looking at the statistics they would not be accurate.

Is there a way to enable this field again? If would prove most useful.

linker3000 · 2010-11-30 17:03:53

As a former trainer of helpdesk best practice, I can appreciate Remi's perspective on the Solved/Closed issue, but I can also appreciate that this changes the way GLPI works compared to earlier versions and so there is a choice for all users to either change their working practices to fit the ITIL model, or for GLPI to allow both ways of working.

If I had to choose, I would bring back the "update + close" buttons on both the solution and follow-up tabs and have a super-admin level option to enable them if so wanted..and, yes, I would enable them for my team!

michal@1-2.pl · 2010-11-30 23:31:25

I see another problem here with solved/closed and notifications. Sometimes I open a ticket for my client just because I know it is required by technical conditions. It makes me as the requester but I'd like to keep the client firstly in the loop and secondly to be responsible for final say. One might say "make him the requester". But in this way the client gets lots and lots of unnecessary messages.
The solution would be to have such feature as there is in "follow ups" to make them private/public in the "tasks" section and also create something like "technical requester" or "technical owner" of the ticket.
Then one would be happy to close ticket without notifying the requster but keeping in the loop the "technical owner".

sean.tapscott · 2010-11-30 23:47:33

Michal, do you send notifications to the requester when tasks are added? Doesn't seem necessary. Can't you just send them to the technician assigned to the task? Excuse ignorance, I don't actually use tasks.

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#1 2010-10-25 13:55:42

Folow-up and ticket spent time in new 0.78

#2 2010-10-25 14:07:41

Re: Folow-up and ticket spent time in new 0.78

#3 2010-10-25 14:21:02

Re: Folow-up and ticket spent time in new 0.78

#4 2010-10-25 14:21:05

Re: Folow-up and ticket spent time in new 0.78

#5 2010-10-25 14:45:15

Re: Folow-up and ticket spent time in new 0.78

#6 2010-10-25 15:10:25

Re: Folow-up and ticket spent time in new 0.78

#7 2010-10-25 15:11:18

Re: Folow-up and ticket spent time in new 0.78

#8 2010-10-25 15:12:31

Re: Folow-up and ticket spent time in new 0.78

#9 2010-10-25 15:43:54

Re: Folow-up and ticket spent time in new 0.78

#10 2010-10-25 15:56:41

Re: Folow-up and ticket spent time in new 0.78

#11 2010-10-25 17:25:47

Re: Folow-up and ticket spent time in new 0.78

#12 2010-10-27 13:45:36

Re: Folow-up and ticket spent time in new 0.78

#13 2010-10-27 14:03:02

Re: Folow-up and ticket spent time in new 0.78

#14 2010-10-27 14:22:21

Re: Folow-up and ticket spent time in new 0.78

#15 2010-10-27 14:27:36

Re: Folow-up and ticket spent time in new 0.78

#16 2010-10-27 14:29:06

Re: Folow-up and ticket spent time in new 0.78

#17 2010-10-27 14:34:34

Re: Folow-up and ticket spent time in new 0.78

#18 2010-10-27 15:32:50

Re: Folow-up and ticket spent time in new 0.78

#19 2010-11-22 21:36:03

Re: Folow-up and ticket spent time in new 0.78

#20 2010-11-30 17:03:53

Re: Folow-up and ticket spent time in new 0.78

#21 2010-11-30 23:31:25

Re: Folow-up and ticket spent time in new 0.78

#22 2010-11-30 23:47:33

Re: Folow-up and ticket spent time in new 0.78

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