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glpi-project / glpi

GLPI is a Free Asset and IT Management Software package, Data center management, ITIL Service Desk, licenses tracking and software auditing.
https://glpi-project.org
GNU General Public License v3.0
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Problem duration not added to ticket #1593

Closed boscorelly closed 6 years ago

boscorelly commented 7 years ago

When you create a problem in a ticket, and when you create a task in the problem, the total time of the problem is updated, but the total time in the ticket is not updated.

It's a real problem because we are billing at spent time.

GLPI 9.1.1

orthagh commented 7 years ago

Hello @boscorelly .

I don't understand your need. GLPI have indeed a relation between tickets and problems. With GLPI itil model, tickets permits to do "bypassing" solution and problems definitives ones. But theses objects have a different life time.

And tickets shouldn't impact total time of associated problems.

For the shortcut "Create a problem from this ticket", it's a copy (ticket's field to new problem), not an active link. After problem creation, the ticket didn't affect anymore.

boscorelly commented 7 years ago

when i create a ticket, i sometimes create problems in link with this ticket. in the problems, i create tasks, with duration. i need the duration of this tasks to be added in the ticket global duration, as it is when projects and tickets are linked

orthagh commented 7 years ago

You can't do that with glpi, (itil) problems are not designed to update tickets duration. Project have indeed a possible link between their task and a ticket (and their duration) but it's not the same relation :

We won't add the behavior of project into problem (why have different object otherwise)

boscorelly commented 7 years ago

Et mon message en français ?...

orthagh commented 7 years ago

?

boscorelly commented 7 years ago

J'avais posté un long message en français, il a été supprimé...

trasher commented 7 years ago

No messages have been deleted; I've checked in my mails, I've not received any french message from you on this thread. A gihub bug or an issue with your browser/connection maybe?