Forum GLPI-Project

CDR

Member

Registered: 2023-08-04

Posts: 13

GLPI Helpdesk - Tickets and TTR

Hi,

I'm trying to use the pre-defined Map shortcut to see all my Late/due Tickets.
I don't need SLA, I'm just need the fact that the tech (not the user) configure a date limit to resolve a ticket.

My tech have the right to configure a TTR date and Time (when they assigned Ticket to someone).
I have added the MAP "Due/alte ticket" to my tickets general view.
When the TTR is passed (1 hour or more), the number of Late/due ticket stay at 0...

Is there something I don't understand ?

Thanks a lot.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: GLPI Helpdesk - Tickets and TTR

Which version of GLPI are you using?
Are the tickets in a "Pending" status? The time spent in "Pending" doesn't count towards the TTR/TTO as it signifies waiting for a user response or some other waiting reason.

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