Forum GLPI-Project

lirabrunno

Member

Registered: 2010-04-09

Posts: 4

Time is not calculated after close call

hello, after finishing the call, the time is not being calculated.
He always appears as 0 minutes

I'm using version 0.72.4.
already had a look at the whole setup, and no idea what to do.

appreciate any help or information

Last edited by lirabrunno (2010-04-27 21:42:45)

mad fries

Member

From: The Netherlands

Registered: 2009-02-23

Posts: 124

Re: Time is not calculated after close call

You have to specify the time for each follow up yourself.
Then GLPI will calculate het total amount of time on the ticket!

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lirabrunno

Member

Registered: 2010-04-09

Posts: 4

Re: Time is not calculated after close call

but the start time and end this already set.
when opening the call, it's marked the start time,
and when it closes called plumb, the closing time is also marked.

Opened:
04/27/2010 10:12
Closed at:
04/27/2010 10:25

0 Minute (s)

remi

GLPI-DEV

From: Champagne

Registered: 2007-04-28

Posts: 7,127

Website

Re: Time is not calculated after close call

The timeof work must be entered on each followup because "elapsed time" (end - start) is not "worked time" (used for cost computation)

+

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lirabrunno

Member

Registered: 2010-04-09

Posts: 4

Re: Time is not calculated after close call

you could explain exactly how I do it?
because I've looked in all fields and I could not.
Thank you very much

elliot01

Member

From: England

Registered: 2010-03-23

Posts: 206

Re: Time is not calculated after close call

you could explain exactly how I do it?
because I've looked in all fields and I could not.
Thank you very much

Whenever you post a follow-up to a case (for instance) the 'Duration:' is there to the right, below where you specify if the entry is Private or not.

If you add a duration for each follow-up, these will all get summed up to equal your total 'real' time spent.

If you go to 'Assistance'...'Statistics'... and choose 'By tickets' (for instance) you can see that GLPI uses both time measurements, the time it took from opening to closing, and also the 'real' time it took - i.e.: the actual amount of time a techie spent working on the call (this is extrapolated from the 'duration' entries as mentioned above).

Hope this helps.

Last edited by elliot01 (2010-04-29 10:31:44)

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lirabrunno

Member

Registered: 2010-04-09

Posts: 4

Re: Time is not calculated after close call

I tried this, and the result was not consistent. I added three hours, and the statistics appeared as six hours, and I added minutes, and they were not counted.

on "assistance -> tracking", are all called already made.
and on that screen, just left, the second column is "Date", and it is reckoned the beginning and end of the call, but the field minutes is not counted.
would that the field would be stored where the difference in start time and end time, resulting in the total time spent on call? because to me this would be the most obvious of thinking.