Agent entering their own time per ticket update

rs · 2025-03-04 00:27:05

In other ticketing systems, when an agent adds a comment or changes the status of a ticket, they are able to enter the number of minutes spent.
Then when the ticket is closed, the minutes are totalled for the total time spent on the ticket.

Is this possible in GLPI? I saw a post that said it was, but it didn't say how. I tried the ActualTime plugin. But that just seemed like it added timer functions?

Thanks!

cconard96 · 2025-03-04 01:53:24

Yes, it is directly in the Task form and the time is automatically summed up to be the ticket duration. All the ActualTime plugin does is add a timer which then sets the task duration.

rs · 2025-03-04 04:50:55

Sorry, I don't see that? I'm in Home->Assistance->Tickets. I'm in a ticket.

I see:
Opening Date
Type
Incident
Category
Status
Request Sources
Urgency
Impact
Priority

TTO
TTR
Internal TTO
Internal TTR

When I click "Answer" I don't see any time either?

Thank you!

cconard96 wrote:

Yes, it is directly in the Task form and the time is automatically summed up to be the ticket duration. All the ActualTime plugin does is add a timer which then sets the task duration.

cconard96 · 2025-03-04 09:50:46

Clicking "Answer" is to add a followup, not a task. Click the arrow next to that button and choose "Create a task". Followups are just conversation with no meaningful time spent.

Time logged in tasks is shown within the timeline and also affects the "Real duration" statistics in Assistance > Tickets. You can also see/search this in ticket search results as "Total Duration".

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#1 2025-03-04 00:27:05

Agent entering their own time per ticket update

#2 2025-03-04 01:53:24

Re: Agent entering their own time per ticket update

#3 2025-03-04 04:50:55

Re: Agent entering their own time per ticket update

#4 2025-03-04 09:50:46

Re: Agent entering their own time per ticket update

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