#706: [tickets] Time tracking in GLPI.
-------------------------------+--------------------------------------------
Reporter: jmd | Owner: anonymous
Type: bug | Status: new
Priority: normal | Milestone:
Component: Module Assistance | Version: 0.68.1
Severity: feature | Resolution:
Keywords: | Cd:
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Changes (by moyo):
* cd: =>
Old description:
> cf forum http://glpi-project.org/forum/viewtopic.php?id=4286
>
> 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?
New description:
cf forum http://glpi-project.org/forum/viewtopic.php?id=4286
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?
--
Ticket URL: <https://dev.indepnet.net:8080/glpi/ticket/706>
GLPI <https://dev.indepnet.net:8080/glpi/>
Gestion Libre de Parc Informatique_______________________________________________
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