- Used Zammad version: 3.1
- Used Zammad installation source: Docker-Compose
- Operating system: CentOS 7
- Browser + version: Chrome 85+
As per the documentation :
close_in_min --> Business hours in minutes it took to close the ticket
Most of the tickets this value as null. Just missing even if the ticket is closed.
Moreover, in some cases where this value is available, doesn’t seem to be correct.
Screenshot shows 2 tickets - one blank and one has a value in close_in_min but seems to be incorrect
Our SLA Calendar also is set at 1000hrs to 1700hrs so there should be more than 3 mins in that
This field appears in the export from time accounting. And additionally we use APIs to fetch more information about the tickets. This
close_in_min field value issue appears in both the cases.
- When a ticket is closed, I expect the field
close_in_minto have the number of minutes (with non working hours excluded)
close_in_minis blank or has inconsistent values
Steps to reproduce the behavior:
- Create a ticket / Close the ticket few minutes later / check the
Note: This issue seems to have been reported earlier as well but there was no response Problem in Ticket duration calculation (close_in_min)
Am I missing some thing here? What we need is a way to find our how long (working minutes/ hours) it took for a ticket to get closed after it was created, irrespective of what statuses it has gone through or whether escalated or not. hope to get this info with some help here.