RyXéo » GLPI

https://forge.indepnet.net/issues/show/706
watch pour Nicolas.

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?