Possible problem with the plugin

[lucaslevi-consultor-glpi]

Hi, I have a situation here. Two days ago, I left the plugin installed to study how it works and how it records times in the table. I realized that it is basically in real time and always saves the moment of assignment and removal.

For some reason, today I went to test it again, and the plugin stopped recording times in calls and in the database.

I even thought it might be a plugin conflict because I had the behaviors and escalation plugins enabled, but it was working fine before with them enabled. But I disabled them to test, and it still didn't work.

The strange thing is that I can't find any related error information in the GLPI logs.

Have you encountered this problem?

It was working fine until yesterday, but today for some reason it stopped logging. I tried to open new tickets and associate other groups after a few seconds/minutes, but it doesn't seem to work anymore.

Version glpi: 10.0.23
S.O: Ubuntu 22, php 8.3, apache2

[lucaslevi-consultor-glpi]

In some cases, I can see the time passing in the status, but even if I switch groups a few minutes later, they all reset to zero.

[lucaslevi-consultor-glpi]

I understood, I thought it was a problem, but since it wasn't in the documentation, I didn't know.

As I understand it, technical and group time only runs within the call calendar, is that right? In other words, even if the call is open, the “useful” time for each group will respect the calendar.

The problem, in quotation marks, is that I think that in some cases the user may want to include the total time. I still think it is valid to show which calendar is associated with the call, since GLPI does not show it, but it would be good to have an option for the person to choose whether they want the total time until closure or whether they want it to respect the calendar.

It's fine that the person can choose the calendar in the entity/ticket they want to associate, thus making the plugin count the cases they need, but to make it easier, since not everyone pays attention to this, it would be good to add this option, what do you think?

Or else add a warning about adjusting the calendar.

[lucaslevi-consultor-glpi]

I understood, I thought it was a problem, but since it wasn't in the documentation, I didn't know.

As I understand it, technical and group time only runs within the call calendar, is that right? In other words, even if the call is open, the “useful” time for each group will respect the calendar.

The problem, in quotation marks, is that I think that in some cases the user may want to include the total time. I still think it is valid to show which calendar is associated with the call, since GLPI does not show it, but it would be good to have an option for the person to choose whether they want the total time until closure or whether they want it to respect the calendar.

It's fine that the person can choose the calendar in the entity/ticket they want to associate, thus making the plugin count the cases they need, but to make it easier, since not everyone pays attention to this, it would be good to add this option, what do you think?

Or else add a warning about adjusting the calendar.

Some questions arise: if he happens to be assigned to a new group when he is off duty, assuming that the call is resolved or the group changed the next day during working hours, will the plugin count the “useful time” of the previous group to which he remained assigned during working hours, even if he was off duty when he was assigned to it?

An example: the group was associated at 7 a.m., but according to the calendar, service begins at 8 a.m. and the call was resolved at 10 a.m. Would 2 hours be saved in the group's history? In other words, it was there from 8 a.m. to 10 a.m.