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Hi there,
Can someone please help me?
What does "(real) Duration of ticket" in "Statistics by ticket" means? The average and total columns are 0 secs. This shouldn't be? Is there a way of removing these columns?
Also, how can I remove the "Satisfaction" column of this same report?
To get here, Assistance->Statistics ->By ticket
Thank you.
enay
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Okay, I have no idea what this is???
I don't think this is related to my questions.
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Anyone please?
Please point me to a document about "(real) Duration of ticket".
Thank you.
enay
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Duration of a ticket is the time between status New to status Solved (without time in status pending).
CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6 - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)
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Thank you, yllen.
Can I please ask why then the "(real) Duration of Ticket" is 0? Is this is a fault? I'm getting 0 for all technicians and this shouldn't be. Do you know how i can solve this issue?
GLPI version 0.80.5
regards,
enay
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Hi yllen,
Is this a bug? if so, how do i report it as a bug? I have tested on my test machines and all showing the same result for "(real) Duration of Ticket" which is 0.
Can you please help?
Thanks,
enay
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Hi
May as ask you if the tickets are closed or only solved ?
Thanks
PROD : GLPI 9.2.1 - Debian 9 - Apache 2.4.10 - PHP 5.6.38-0+deb8u1 - MySQL 5.5.60-0+deb8u1
Plugins principaux : FormCreator, Behaviors, Accounts, FusionInventory, PurgeLogs, DataInjection, GenericObjects
TEST : GLPI 9.4.5 Windows 10 xampp Apache 2.4.41 PHP 7.3.12 MariaDB 10.4.10
DEV : GLPI 9.4.5 Debian 10 Apache 2.4.38 PHP 7.3.14 MariaDB 10.3.22 + Plugins Prod
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Thanks for your reply Oggy One.
Some tickets are closed and some are resolved.
enay
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Sorry,
No matter if the tickeet is solved or closed
Real duration corresponds to the time you input in the tasks and you will see values when the ticket is solved.
PROD : GLPI 9.2.1 - Debian 9 - Apache 2.4.10 - PHP 5.6.38-0+deb8u1 - MySQL 5.5.60-0+deb8u1
Plugins principaux : FormCreator, Behaviors, Accounts, FusionInventory, PurgeLogs, DataInjection, GenericObjects
TEST : GLPI 9.4.5 Windows 10 xampp Apache 2.4.41 PHP 7.3.12 MariaDB 10.4.10
DEV : GLPI 9.4.5 Debian 10 Apache 2.4.38 PHP 7.3.14 MariaDB 10.3.22 + Plugins Prod
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Hi yllen,
Can I pass this on as a bug? I really need this working. Please help.
Thanks,
enay
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I am also having the same bug as real duration is always "0". can any one give any solution for it
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enay: in historical of a ticket, do you see different states (New, Processing, Closed) ?
If ticket is created as Closed, time will be 0
CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6 - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)
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Besides that question, can we keep track the open duration of ticket (for ticket not solved and closed) ?
Meaning to know how long the ticket duration from created date to current date
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