[MOD] Auto Staff Time Sheet: Page 2

[MOD] Auto Staff Time Sheet

GarveyJ1987

Hi Masino,

First of all I'd like to say a HUGE thankyou for making this mod, osticket was a great ticketing system but you've actually made it useable by me and my staff with this script - It works brilliantly.

I was wondering though, Is there anyway I could manually add some time to the "Total Time Spent".

I'll explain why I need this:

1) Customer Logs Call

2) We receive ticket - reply to ticket

3) Customer replies saying resolution hasn't worked

4) We visit the customer

When we visit the customer, the ticketing system Isn't aware therefore this time doesn't show on the total time spent.

I am going to be working on a reporting system soon that will export:

1) Ticket Number

2) Customer Name

3) Subject Line

4) Total Time Spent

5) Date/Time Call Logged

6) Date/Time Call Resolved

I just need the "Total Time Spent" to be accurate.

I was Thinking maybe a text box somewhere on the ticket page where i can manually enter "1 Hour 30 Minutes" and it would add it to the total time.

I appreciate any response or advice you may give.

Many Thanks.

James.

p.s. Do you have a paypal account or something similar I can donate to?

cyberde

Can I apply this awesome mod to 1.6 Stable too or do I need to modify everything by hand?

GarveyJ1987

you need to add what he's posted manually.

Masino,

forget my post I managed to ad another text box at the bottom of each ticket page where I can enter a number of hours and I changed your calculation to add it to the final amount.

Still, thankyou for this great mod!

cyberde

you need to add what he's posted manually

Thnx, I was already doing it by hand, some code changed but that's no biggie :)

GarveyJ1987

cool post in this thread if you need a hand as it's likely the only one i'll check :-P

cyberde

Oh it's working already, done some bugfixes too :) Posted it on his website but will post it here also:

There’s an error in the postNote and postResponse code. Since assigning a ticket to a staffmember (or any other administrative task) also creates a note and it will fail adding that note since $start_time is undefined blank

So changing the function by adding =0 to the parameter sets the value to 0 if not set.

Then we need to add a check to make sure it doesn’t start calculating when the value is set to 0 otherwise you’d been working for a long time on one ticket blank

Here it is:

//Insert Staff Reply

function postResponse($msgid,$response,$signature='none',$attachment=false,$canalert=true,$start_time=0){

global $thisuser,$cfg;

if(!$thisuser || !$thisuser->getId() || !$thisuser->isStaff()) //just incase

return 0;

$time_spent = 0;

if ($start_time != 0) {

$sql_duration='SELECT TIMESTAMPDIFF(SECOND,"'.$start_time.'",NOW());';

$result_duration = db_query($sql_duration);

$row = mysql_fetch_row($result_duration);

$time_spent = $row;

} and

//Insert Internal Notes

function postNote($title,$note,$alert=true,$poster='',$start_time=0) {

global $thisuser,$cfg;

$time_spent = 0;

if ($start_time != 0) {

$sql_duration='SELECT TIMESTAMPDIFF(SECOND,"'.$start_time.'",NOW());';

$result_duration = db_query($sql_duration);

$row = mysql_fetch_row($result_duration);

$time_spent = $row;

}

There, I've attached the modified files for adding this mod directly to 1.6 Stable.

Note: this will disable any other MODS that have modified these files!!!

SQL:ALTER TABLE `ost_ticket_note` ADD `time_spent` INT( 11 ) NOT NULL DEFAULT '0'

ALTER TABLE `ost_ticket_response` ADD `time_spent` INT( 11 ) NOT NULL DEFAULT '0'

Added another pre-patched-zip which includes http://www.openscriptsolution.com/2010/02/28/auto-staff-time-sheet-in-editing-ticket-of-osticket-v1-6-rc5(http://www.openscriptsolution.com/2010/02/28/auto-staff-time-sheet-in-editing-ticket-of-osticket-v1-6-rc5)

[AutoStaffTimeSheet_1.6S.zip](https://forum.osticket.com/assets/files/migrated/a/cf8bd44df86277dbdc762d331511711.zip)

[AutoStaffTimeSheet_1.6S+edit_ticket.zip](https://forum.osticket.com/assets/files/migrated/9/5a9820b6019947daf758c996649e632.zip)

kremori

Thank you massimo

Rich_C

Hi,
Thanks for the question about this MOD and my earlier MOD about Duration Time in each message that (I have replied on the other thread). Well, it is completely different, indeed.
First of all, from the purpose of those two MODs, they are different one to each other. (The Duration Time MOD) that I created earlier had the purpose for displaying the time duration between one post with the following post. It meant that the duration time will be calculated from the date/time when the previous post being sent until when the following post being sent. In addition, that MOD also will calculate the duration time from when a ticket being opened until the current date/time when the open ticket being displayed. This is useful to measure and figure out how long the certain ticket being responsed by staff, especially between one post and the next post that following the previous one. This is also useful when you want to show off your helpesk performance to your customer by displaying this information underneath each message/response.
Meanwhile, this Auto Staff Time Sheet MOD that I created later had the purpose for displaying the date/time duration between when staff displaying a ticket until the date/time staff send a reply or an internal note. In other words, the second MOD was being made in order to calculate the staff's time sheet automatically. This is useful to figure out about the staff's performance to response a ticket, especially if you want to calculate, for example, the total of time sheet each staff for the certain period on their job. This is also useful if you want to evaluate your staff, whether you need or not to add additional staff based on the time sheet for each staff, some other time.

Secondly, if you compare the code between those two MODs, they used their own code separately. In other words, you don't have to worry to use them. They will not conflict between one to each other.
You are right, that it looks like they are similar as I used the same technique with the earlier MOD. But, as I mentioned above, they are actually different, indeed. I hope this makes sense.
Sincerely,
Masino Sinaga

I have bolded the specific area of your comment which I want to confirm. Please excuse the question this is coming pre-installation. My understanding is that similar to what a stop watch would do this MOD does the same thing just without manual intervention. I have a hypothetical situation which I am not sure the current code handles (but as I said I have not tested it yet).

Employee enters a ticket and begins to work on the problem. Once the problem has been worked on the employee makes a note in the ticket. Does the time clock restart based on the time that last note was added until the ticket is closed or will that time clock only restart again once the ticket is re-opened again?

baroque

Time incorrect on Staff time sheet

I have implemented this mod and it seems like its pulling incorrect times for the staff time sheet.

When a new ticket was opened and successfully attended to, even though it only took 10min to close the ticket it puts 2hours onto the time sheet, im not sure what is wrong but i have followed all instructions to install the mod correctly.

Is there something i can check to rectify this issue?

Nick

chacaloide

you need to add what he's posted manually.
Masino,
forget my post I managed to ad another text box at the bottom of each ticket page where I can enter a number of hours and I changed your calculation to add it to the final amount.
Still, thankyou for this great mod

Hello

What where the modification you did to add hours to a ticket?

I need to make this too..

Thanks

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