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Hi Support inflectra
I have got a question regarding this two products from Inflectra. I wonder which one allows more easiily to calculate how long a ticket has spent on customer side, on integration side,etc.....I mean whic one allows to calculate the SLA of how long the ticket from the client has been on integration/Editor side. That means a system that take into account when a ticket is send back to the customer because for additional information, the chrono must stopped until the answer is back to the integrator/editor side.
Thanks for your answer on this question
PS : I know that with spirateam we can have a report which give the date to any changes on the statuts but this reports seams to take into account only the modification made by the workflow. Sometimes the users go to the table view and modify the status directly from the table view......Is there a way to forbid such behavior ?
You can use either tool to calculate the length of time a ticket is open, the incident/ticket aging and turnaround reports have this information.
You can prevent bulk edits on the grids in Spira by disabling the 'Bulk Edit' permission from the user's role.
And if you have any questions, please email or call us at +1 (202) 558-6885