Best Practices Question

K1000 Service Desk time tracking

02/11/2016 799 views

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 Summary:
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  • This work tracker seems like a great start, but it seems that anyone on the team can delete (X) time from another worker submitted on a ticket. This shouldn't be allowed.

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 WorkA1Iq0z.png
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.

Good Luck!

Answered 02/12/2016 by: Hobbsy
Red Belt

  • Ah ok, that seems to work great! I see what you mean about getting them to use the function. Thankfully, it also seems able to track the use of multiple people working on the ticket at once instead of only one person getting that time. That is awesome!

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