Forum GLPI-Project

InvisibleJim

Member

Registered: 2023-11-26

Posts: 14

Time to Resolve Exceeded Field location in Database or Calculation

I am trying to develop some external reports and dashboards using ticket information from GLPI. I want to report on the percentage of tickets solved within SLA versus those not resolved in SLA.

In the Tickets list view, it is possible to add a field 'Time to Resolve Exceeded' which has a yes/no value and which takes into account tickets set to pending. I can't find this field in the database, so I'm assuming that either I am looking in the wrong place or it is a calculated field. I have looked in the source code to find how this is calculated but so far have not located the code that does the calculation.

Please can someone point me the right direction - either where this field is stored in the db or information/source on exactly how glpi performs the calculation.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,809

Website

Re: Time to Resolve Exceeded Field location in Database or Calculation

It is calculated through SQL functions.
https://github.com/glpi-project/glpi/bl … .php#L4628

If you are ever wondering about the queries GLPI makes to the database, you can enable debug mode when logged in as a super-admin through the top-right dropdown menu and view the SQL queries being made in the debug bar that appears at the bottom of each page.

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InvisibleJim

Member

Registered: 2023-11-26

Posts: 14

Re: Time to Resolve Exceeded Field location in Database or Calculation

Thank you. Appreciated.