The problem: contracted hours without control
Companies that sell services by hour packages face a constant challenge: tracking how much time each technician spent on each ticket, linking that time to the correct contract and presenting the client with a reliable consumption report. Manual spreadsheets fail, Excel doesn't scale and the ERP doesn't understand tickets.
Contract Hours: timer integrated into GLPI
The Contract Hours module adds a timer that the technician controls directly in the ticket timeline:
- Start – begins the count
- Pause – temporary pause (meeting, lunch)
- Resume – resumes
- Stop – ends and records
A floating timer remains visible on all pages while there is an active measurement. The technician can navigate through GLPI without losing the count.
Automatic recording
When the timer is stopped, the module:
- Rounds the time to the configured minimum billable amount (e.g.: 15 min)
- Automatically creates a private TicketTask with the recorded time
- Deducts the hours from the balance of the linked contract
Smart contracts
Each contract is defined by entity and can have combined resolution criteria: assigned group AND ticket category must match for the ticket to be linked to the contract. Unused hours can be carried over to the next period.
Client dashboard
In the helpdesk interface, a dedicated dashboard displays cards per contract with quota, consumed hours and balance, plus a breakdown grouped by ticket. The visibility of each contract is controlled by three tables: authorized users, profiles and groups.
Complete audit trail
Retroactive time edits are recorded with full traceability: who edited, when and what the previous value was. Alerts are configured by consumption percentage to warn before the balance runs out.
