Working Duration should always be shown in hours never in days.

Issue #288 resolved
Jóhann B. Guðmundsson created an issue

Working duration is calculated against different working hours configurations so displaying the working duration in days has no valuse.

One working configuration can be 8 hours, another 12 hours and another 24 hours so showing the working duration in days has different meaning for each of those values effectively 1d could mean 8, 12 or 24 hours and there is no way to tell them apart when presented in days.

It's simpler and better to simply always show working duration in hours and minutes on issues as well as report on that since customers want to be able to see how many issues got resolved with x time frame. ( customers love to claim and complain that all issues are solved just before the sla times runs out so at least we need to be able to report 20% issues got resolved within 2 hours , 40% within 4 hours and 40% within 8 hours and your sla contract is 16 hours etc )

btw is there any sql query I can perform to fetch working duration for an issue in the database?

Comments (6)

  1. Tuncay Senturk repo owner

    Hi Johann,

    There is a configuration option for time duration formatter. (you can choose Shorter format) to display as hours.
    In TTS_ISSUE_SLA table there is a WORKING_DURATION column which stores as working milliseconds. However due to the fact that working duration changes by time, it may not give accurate results.

    At the moment I'm out of office and I tried to quickly answer your questions. If you want I can give more details on table and column names.

  2. Jóhann B. Guðmundsson reporter

    Just attaching one of clients report for reference. We tried the shortest format but that did not seem to change on closed issues ( still showed days after re-indexing, recalculation of sla ) We only need to report on closed issue ( met or exceeded ) never active ones so the working duration should never change. No stress here so if you are out of office your out of office ;)

  3. Kubilay Karpat

    Hi Johann,

    We were able to reproduce your problem and it will be fixed soon. Meantime you can look at WORKING_DURATION column at TTS_ISSUE_SLA table, dividing those values by 60000 will give you working time as seconds.

    Thanks for feedback,

    Kubilay

  4. Log in to comment