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Documentation — TimelineTicket Plugin for GLPI

License: GNU AGPL v3+
Authors: Nelly Mahu-Lasson, David Durieux, Xavier Caillaud
Repository: https://github.com/pluginsGLPI/timelineticket

Table of Contents

  1. Overview
  2. Installation
  3. Configuration
  4. Features
  5. Statistics (Ticket tab)
  6. Dashboard widget (mydashboard)
  7. Rights management
  8. Uninstallation

Overview

The TimelineTicket plugin adds a Timeline tab to every GLPI ticket. It records status changes, group assignments, and technician assignments in real time, then displays this data as:

  • Gantt charts (Google Charts) showing the time spent in each status or by each actor
  • Summary tables with durations per status, per group, and per technician
  • A visual swimlane grouping all ticket events (statuses, groups, technicians, followups, tasks, solutions, validations) by status lane

Installation

  1. Download the plugin from GitHub or the GLPI marketplace.
  2. Extract the archive into the plugins/ (or marketplace/) directory of your GLPI installation.
  3. Run composer install --no-dev in the plugin directory.
  4. Log in to GLPI as an administrator.
  5. Go to Setup › Plugins, then click Install and Enable for Timeline of tickets.

Configuration

Access: Setup › General setup › Timeline tab (or from the plugin configuration page)
(Required right: config UPDATE or plugin_timelineticket_ticket UPDATE)

Option: waiting time

Field Default value Description
Count time on groups/technicians when ticket is waiting Yes If enabled (add_waiting = 1), time spent in Pending (waiting) status is included in the total time calculation for assigned groups and technicians. If disabled, this time is excluded.

Service levels (groups)

Access: Setup › Dropdowns › Service levels (Grouplevel module)

Service levels allow you to group multiple GLPI groups under a single label in the group Gantt chart. Instead of displaying each group individually, groups belonging to the same service level are merged under the level name.

Field Description
Name Service level name displayed on the chart
Position (rank) Display order of levels in the chart
Associated groups List of GLPI groups included in this service level

Each service level is entity-scoped and can be set as recursive.

Features

Timeline tab on the ticket

A Timeline tab (hourglass icon) is added to every ticket form in the central interface. It is visible to profiles with the plugin_timelineticket_ticket right (read or update).

The tab displays:

  • The calendar in use for the ticket (entity calendar)
  • A lateness indicator if the due date has been exceeded (duration calculated via the calendar, or 24/7 if no calendar is configured)
  • An informational note: "This view displays time spent by status, group, technician. The display does not use working hours."
  • The four sections described below

Status history

Section Result details (Statuses) — includes:

  1. Status Gantt chart (Google Charts Timeline): each bar represents the time spent in a given status.
  2. Detail table with columns:
    • Old status / New status
    • Start date / End date
    • Duration (human-readable format: d h min s)
  3. Grand total of durations shown in the tab footer.

The current status (if the ticket is not closed) is shown with its duration calculated in real time from the last transition.

Detail by technician group

Section Result details (Groups in charge of the ticket) — includes:

  1. Group Gantt chart: each group (or service level) is represented by a bar on the timeline. If service levels are configured, groups belonging to a level are merged under the level name.
  2. Cross-table: one row per group, one column per GLPI status, showing the cumulative duration for each group × status combination.

Detail by technician

Section Result details (Technicians in charge of the ticket) — includes:

  1. Technician Gantt chart: each technician is represented by a bar.
  2. Cross-table: one row per technician, one column per GLPI status, showing the cumulative duration for each technician × status combination.

Assignment swimlane

Section Assignment swimlane — a column-based (Kanban-like) view where:

  • Each column corresponds to a GLPI status (New, In progress — Assigned, In progress — Planned, Pending, Solved, Closed, and Approval if applicable)
  • Each card in a column represents an event that occurred while the ticket was in that status

Event types

Type Color Description
Group Blue Technician group assignment
Technician Red Technician assignment
Followup Cyan Followup added (public or private)
Task Amber Task added (public or private)
Solution Green Solution added (always in the Solved column)
Validation Purple Validation request (always in the Approval column)

Filters

A toolbar allows filtering by event type: All, Groups, Technicians, Followups, Tasks, Solutions, Validations. Filters hide non-selected cards and redraw the progression arrows accordingly.

Progression arrows

SVG arrows connect cards of the same type in chronological order, indicating the sequence of events. A dashed arrow indicates a backward transition (e.g. reopening of a ticket).

Rebuilding history

From the ticket's Timeline tab, a Reconstruct history for this ticket button regenerates the data from GLPI logs for that single ticket.

From the plugin configuration page, three buttons allow rebuilding the global history:

  • Reconstruct states timeline for all tickets: re-reads GLPI logs (glpi_logs, id_search_option = 12) for all tickets.
  • Reconstruct technician groups timeline for all tickets
  • Reconstruct technicians timeline for all tickets

These operations may take a long time on large databases.

Statistics (Ticket tab)

Via the SHOW_ITEM_STATS hook, the plugin adds additional statistics to the native GLPI Statistics tab on tickets (duration per status, duration per group/technician for closed tickets).

Dashboard widget (mydashboard)

If the mydashboard plugin is active, a widget is available in the dashboard:

Widget Description
Number of assignments per technician to a ticket Bar chart showing, for technicians in the selected group(s), the number of times each has been assigned to a ticket over the chosen period

Widget parameters:

  • Period (start date / end date)
  • Granularity: by day, by week, or by month
  • Filtered technician groups (default: groups of the logged-in user)
  • Entity and recursiveness

Rights management

Access: Administration › Profiles › [profile] › Timeline of tickets tab
(Tab visible only for central interface profiles)

Right Field Values
Ticket plugin_timelineticket_ticket READ (read) / UPDATE (update + configuration access)

At installation, the Super-Admin profile receives READ + UPDATE (value 3).

  • READ grants access to the Timeline tab on tickets.
  • UPDATE additionally grants access to the plugin configuration page.

Uninstallation

  1. Go to Setup › Plugins.
  2. Click Disable then Uninstall for Timeline of tickets.

Warning: Uninstalling removes all plugin tables:

  • glpi_plugin_timelineticket_configs (configuration)
  • glpi_plugin_timelineticket_assignstates (status history)
  • glpi_plugin_timelineticket_assigngroups (group history)
  • glpi_plugin_timelineticket_assignusers (technician history)
  • glpi_plugin_timelineticket_grouplevels (service levels)

All recorded history data is permanently lost.