Hi there,

 

We have been experiencing some problems with the TimeSpent. We have attached some images in order to have a better look on that issue. Trying to describe the problem occured, we came out with an explanation which might do some good for you in order to find out the resolution on that.

 

Problem Description:

 

When a ticket is created on May 28 and Resolved at that day but closed on 2 of June ( possible reason for that delay could be the absence of the employee), the time spent goes crazy by showing some extremely large numbers ( eg. 15hrs) despite the fact that the resolution was made e few hours later than the creation time. You can check on the attached file for more info ( wrong.jpg).

 

That was our first change of month so we do not have any examples prior to that. Nevertheless another image is attached showing the right way of calculating the TimeSpent which actualy counts the TimeResolved - TimeCreated = TimeSpent.... ( right.jpg)

 

Being suspicious on that issue we searched every ticket that was created before June and Closed in June... The timeSpent time on those was wrong.

 

The operational hours are 09:00 to 17:00, not round the clock.

The is no SLA on those, so there is no option "Should be resolved irrespective of operational hours" checked.

The was no holiday during those days.

The version we use is 7506 with MSSQL on Win2003Server.

 

Please provide at least a workaround on that before a permanent solution is found. We don't want to use the Automated Closure of Tickets after a number of days. The company's policy is to have the requesters close their own tickets.