[tickets] Time tracking in GLPI.

Taras_ · 2006-09-02 23:21:25

Is GLPI capable of automatic calculating durations when tickets are in different states? Or total time from adding new ticket to closing (solving) it? Can GLPI give reports about duration-based ticket statistics?

Now we use ticketing sistem from Bitrix CMS (http://www.bitrixsoft.com), but i want to switch towards GLPI ticketing system. My tickets processing is something like this:

1) Cliets assign tickets via phone/mail/web. (Ticked marked "New")
2) In 30 mins we assign ticket to responsible tech. user. (Ticket marked "Assigned") - solving started
3) In process of solving ticket there can be many states ("Transport", "Diagnostics" and such. things), but there is one special state - "Third Party". Time ticket being in state "Third party" excluded from total ticket solving time.
4) Ticket becomes "Solved" or "Unsolved" - solving finished.
Time of solving = date(solving finished) - date(solving started) - duration_in_state("Third Party");
5) Only client can "Close" (confirm solving/unsolving) for constant amount of time (5 days, for example). If client don't confirm ticket <in 5 days>, it confirmed automaticaly and marked special way.

It's very nice to have such durations statistic. Bitrix CMS techsupport module can work in way like this, but not very good ;-) Can GLPI handle something like this?

Thanks in advance!

JMD · 2006-09-07 00:18:46

I put it in our Trac. We'll keep in mind this features.

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#1 2006-09-02 23:21:25

[tickets] Time tracking in GLPI.

#2 2006-09-07 00:18:46

Re: [tickets] Time tracking in GLPI.

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