K1000 Service Desk time tracking
Can we can track the actual work time? Sure, we could go based off status change times but we'd like to be more accurate. Is there some kind of counter we can setup on this? On our old helpdesk system we had to manually type in the time spent, and we're hoping we can more automate that instead of doing it manually. This is to avoid someone forgetting/not caring to change the status as an example.
Answer Chosen by the Author
The easiest way to track work is on the Work tab, if you log a ticket and scroll down to the bottom of the ticket you will find the tabbed area with the following tabs, Comments, History and Work
Clicking on the work tab will enable you to add in comments and also either add in a figure for the time spent or enter a start and time date and the system will calculate the time worked.
From the first time a work time is added the ticket then keeps track of any other work added in a table which you can, of course, report against.
Whilst this works well, you will unfortunately still face the challenge of getting your staff to use the function.
Answered 02/12/2016 by: