I have been tasked with trying to find a way to use Tickets for tracking time spent on a project. When a ticket is set to Stalled, does the timer stop and restart (adding to accumulated time) when it is set back on open?

Or if anyone has any suggestions for accomplishing this, please let me know.

Thanks,
Deb
Answer Summary:
There was mention of future enhancements to the current time tracking system at Konference a few weeks ago. No exact release date was given as far as I know, but one feature I do recall was the option to set work time to correspond to actual support hours.
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We track time using Work entries and reporting. It's an honor system, however.
Answered 12/01/2011 by: airwolf
Tenth Degree Black Belt

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Thanks, Andy. I just found that option, but was hoping for something a little more precise and less honor system.

If that is all there is, I guess it will have to do. [8D]

Deb
Answered 12/01/2011 by: DragonCrone
Orange Senior Belt

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There was mention of future enhancements to the current time tracking system at Konference a few weeks ago. No exact release date was given as far as I know, but one feature I do recall was the option to set work time to correspond to actual support hours.

John
Answered 12/01/2011 by: jverbosk
Red Belt

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Since it sounds like you want to rely on the states of ticket then if you're interested I have a method that will track time spent in the various states. I have tested it, but I'm looking for guinea pigs to thoroughly test for polishing the methodology. Please PM me if intersested. It requires the use of 3 custom fields .

  • incorporates a concept of helpesk hours
  • can be very accurate for reporting purposes
  • tracks time opened and time stalled
  • handles quick changes to states and status
  • facilitate interference from any other rules that may be manipulating status
  • discusses why the OEM appliance cannot do this
  • requires 3 (or 4 if you want opened and stalled) custom fields :( (but with unlimited fields coming in 5.4 this shouldn't be a big deal long-term
Answered 12/02/2011 by: GillySpy
Seventh Degree Black Belt

  • I would love to see this solution of yours.
  • I too would be very interested in seeing your solution to this.

    Thanks.
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