Service and Response Time Calculation v1.15.6

Howda

I've noticed the numbers in the dashboard for Service Time are not accurate, when I pull the tickets and manually calculate the service time (closed date - created date) and I average it out for each Agent, the Service Time is wildly different from what is shown on the dashboard.

Similarly, the response time does not seem to be accurate and I've realized there is no way to manually calculate the response time as I do with service time.

Is there a way to have the dashboard accurately calculate service and response time and also is there a way I can validate the response time by doing manual checks as I've been doing with service time?

Tinnitus

Hello, Try this version of Osticket. This version is a time tracking and a few more features than the core version. Here you can find a live demo [url_removed_for_advertising] important this is not the original version of Osticket. If you want to change make a complete backup of an installation with database dump download the complete package and overwrite all data. after that download the english language package again and install it again then everything is english again. If there are problems you can also report in forum [url_removed_for_advertising]

Translated with www.DeepL.com/Translator (free version)

Howda

Thank you Tinnitus, it seems that demo is not available based on the page I'm getting.

Is there no plugin that I can install on my current version to correct the time issues?

ntozier

IMPORTANT This is not osTicket: osticket.com.de
This is a clone/fork version of osTicket that is modified by a third party and distributed via someone else entirely.

@Howda

Is there a way to have the dashboard accurately calculate service and response time and also is there a way I can validate the response time by doing manual checks as I've been doing with service time?

I've never liked the Dashboard and I am not aware of a way to do what you are asking. My understanding is that the Dashboard is slated for re-vamp post 2.0 launch. We use a [paid] 3rd party reporting plugin where I work.

Howda

Thanks for the warning, what's the 3rd party reporting plugin you use? Can you send a link to it and I'll check it out.

Tinnitus

So the helpdesk is online again

ntozier

You can find it in this list
https://forum.osticket.com/d/92286-resources-for-osticket

Look for Reporting.

Howda

Thanks I'll take a look.

ntozier

Very welcome. 🙂

Side note: the author of that plugin is also a forum member here, but their posting has dropped off in the last couple years.