New Suggested 6/22/2021 by Dimitar Valchev
96
votesExpand "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
A
AnnaG
6/29/2021 7:24 AM
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.
S
Shepherd
5/9/2022 11:54 PM
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.
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.
MS
Mark Shear
6/8/2023 6:03 AM
I would love this type of thing. Our org does 'time in motion' studies and if jitbit could create multiple timers then this would work perfectly, and each timer could be assigned a relevant categories, so for example, my first timer is 30 mins for a meeting, another time is 30 mins for travel, and another for 1hr planning etc etc. All the tickets make up a total time. We could then report individually within a task for each category and also across all tickets to see what exactly is taking up the time spent on our tickets.
I also see the current timer is not completely accurate, potentially we're doing something wrong but when a user opens the ticket the timer starts but when they come back to the ticket (just minimised) the ticket time is out against the real time that has taken place.
I also see the current timer is not completely accurate, potentially we're doing something wrong but when a user opens the ticket the timer starts but when they come back to the ticket (just minimised) the ticket time is out against the real time that has taken place.
AS
Adrien Smondack
6/27/2023 3:38 AM
This could be done by a « time counter » custom field type. By default the field could be started manually or by an automation rule.
se
7/6/2023 1:23 PM
It will be great, to have time separated by status and technician. In our organization we need to understand by account and technician
RP
Rajesh Patel
8/28/2023 4:13 PM
It would be great to see the time stamp per status as that can help in reporting with metrics like top 5 tickets sitting with "Waiting for customer" status for more than internal SLA (Example 3 days).
MD
Mike Dominik
9/27/2023 6:36 PM
Time spent at the comment level would be helpful.
RG
R George
12/14/2023 8:59 AM
Having the tech manually enter hours spent even if a timer is not available is an option to help track hours per tech per ticket is a benefit.
JH
Jen Hinkel
1/8/2024 6:46 PM
add me to the list of users wanting TIME SPENT to track PER TECH!
JW
Jackie W
1/26/2024 10:27 AM
Count me in for being able to track time spent PER TECH. Love the ability to assign multiple techs to a ticket, but really need to be able to separate out their individual time. Also like the suggestions here for separating time by ticket status as well.
RC
Ronik Chakraborty
6/18/2024 12:32 PM
Under "helpdesk/Admin/GeneralSettings" we have "Disable automatic 'time spent' clock on the ticket page" with "Advanced..." option.
It would be helpful, If we can add more customization options to start automatic 'time spent' clock like on creation or may be certain status to trigger automatic 'time spent' clock.
The other useful option for "automatic time spent clock" would be to start/stop/pause the clock with automation action.
It would be helpful, If we can add more customization options to start automatic 'time spent' clock like on creation or may be certain status to trigger automatic 'time spent' clock.
The other useful option for "automatic time spent clock" would be to start/stop/pause the clock with automation action.
Vincent Minon
8/7/2024 6:47 PM
I'd like something even finer. Each status between New and closed (including statuses added for desired management) is linked to 3 status categories: Freezed or suspended, under the responsibility of the customer, under the responsibility of the company (the techs). So the suggested duration counters can be summed up in each of the 3 categories, and then 3 ratios can be calculated to know during the life of a Tk and even once closed the % of duration the Tk has had in (1) "suspended" or related, (2) under the responsibility of the customer, (3) under the responsibility of the techs. For support managers, this makes it possible to analyze, independently of the complexity of the problems handled, whether they are well or poorly managed.
Translated with DeepL.com (free version)
Translated with DeepL.com (free version)
BS
Benjamin Shirk
8/14/2024 8:18 AM
I'd love to have an automation rules for Time Spent.
If Time Spent is {less than, greater than, equal to} [ X ] minutes, then [...]
If Time Spent is {less than, greater than, equal to} [ X ] minutes, then [...]
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