• Statistic for the hole Time of a ticket / categorie

    By Matthias Wohlgemuth 2 decades ago

    I would like to create a statistic in which I can see the hole time I had for a ticket. I wan't have the time between creating and closing of the ticket I just will have the hole time of all Actions in the Ticket.



    After that I will create a statistic in which I can see the time of all Actions of all Ticket's from the same category (e.g. tickettype "Problem")



    –> I will be able to see how many hours wee did invest overall in Problem, Auftrag, Störung etc.



    How can I do that?

    • Well there is no easy way out of this ...

      By Thomas Schulte 2 decades ago

      that is because this information is stored somewhere where it is a little bit tricky to find, but it is doable.



      You just need to put a statistic collection agent up and running that goes over the documents and reads all entries and adds the user action times written in these documents into the basic ticket. Then you can display this times in a statistic view and also add them.



      It is a little bit of work but should be no problem for any programmer.



      ahhh yes i have done this but this is code that i am right now not allowed to put into public view.

      • It would be amazing...

        By Matthias Wohlgemuth 2 decades ago

        if you would receive the permission to publish the code or put it into the next Release

    • Well there is no easy way out of this ...

      By Thomas Schulte 2 decades ago

      that is because this information is stored somewhere where it is a little bit tricky to find, but it is doable.



      You just need to put a statistic collection agent up and running that goes over the documents and reads all entries and adds the user action times written in these documents into the basic ticket. Then you can display this times in a statistic view and also add them.



      It is a little bit of work but should be no problem for any programmer.



      ahhh yes i have done this but this is code that i am right now not allowed to put into public view.

      • I'm an Administator

        By Matthias Wohlgemuth 2 decades ago

        and not a Designer so I do not have very good programmer knowledge… It would be great if the Database is easy to use without a good level of programmer knowledge ;-)



        I think it is very important to have some statistics. Just the Helpdesk Database alone is ok but you need statistics to improve the Systems and the End User knowledge

        • Well this is a part of ...

          By Thomas Schulte 2 decades ago

          we will not always deliver erverything we have for this application.



          I found out that statstics is quite dependand on what you want them to be. so delivering statistic views that are ok for the most of the people outside is not really doable.



          I did do statistics for someone but they are his property not mine and as long as they do not agree that i post them this will not be done.



          If the community has some views and gives them to us we will integrate them in another release.



          If you want to have some views made, mail me or Ulrich and we can discuss this issue.

          • It would be amazing...

            By Matthias Wohlgemuth 2 decades ago

            if you would receive the permission to publish the code or put it into the next Release