Time Tracking w/Help Desk Tickets?
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
Or if anyone has any suggestions for accomplishing this, please let me know.
Thanks,
Deb
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Answers (4)
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.
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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Posted by:
airwolf
12 years ago
We track time using Work entries and reporting. It's an honor system, however.
Posted by:
DragonCrone
12 years ago
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
If that is all there is, I guess it will have to do. [8D]
Deb
Posted by:
jverbosk
12 years ago
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
John
Posted by:
GillySpy
12 years ago
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
Comments:
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I would love to see this solution of yours. - mcarroll-westech 10 years ago
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