New Suggested 6/22/2021 by Dimitar Valchev

30

votes

Expand "Time Spent" Functionality

The idea is to have multiple timers - one for each ticket status.

This way the administrators will be able to see how much time each ticket has spent:
- before it was assigned to or taken by somebody
- in progress
- on hold or while being blocked by external parties/events

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AnnaG
Great idea! Would help to build up different SLAs using the automation rules e.g. Time to own, Respond time, Resolution time, etc. Really useful for ITIL processes.
6/29/2021 7:24 AM
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Shepherd
When updating ticket, would it be worth adding the time spent to the comments (reply)
So you could see how long each action has taken.
(a total sum of each of the comments time would add up to the time stored against the ticket)
Might be worth a slight bit of a UI change to allow manipulation of the time for a reply instead of the total ticket.
5/9/2022 11:54 PM

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