Time Tickets

[daviknx]

Hi!!

How can I set the hours/minutes spent and the time at which a service?

For example: I have a ticket number # 10 that was opened last;
1-do I need to register it: yesterday I did the first service ticket # 10 and spent 30 minutes of the morning 08:00 at 8:30 in the morning;
2-do I need to register to: today I did another customer ticket # 10 and spent 50 minutes of 09:00 am to 9:50 in the morning and closed successfully;
3-I need registered that in total were spent 80 minutes (but want to have records of how many minutes each day was spent).

Has anyone managed to perform this configuration?

Thank you!!

[jojo]

on every action (note,email) an agents performs which creates an article you can add times. These times will be summarized for the ticket.

If you need start and end times you could use the note body or 2 additional dynamic date/time fields

[daviknx]

Thanks jojo.

I added, but commotion calculate the beginning and end of the service can be added to the "work unit"?

[jojo]

no, there is no automatic calculation. OTRS is designed that for each action the total time is submitted.

[daviknx]

Right.

I created the dynamic field and associated the desired screen, but to send ... where can I view the information entered in the dynamic field?

Thanks

[rocaembole]

Right.

I created the dynamic field and associated the desired screen, but to send ... where can I view the information entered in the dynamic field?

Thanks

hi all, i have this same question

[daviknx]

Hi rocaembole.

I got to see the information.

It can be seen in the right pane of the ticket (which shows more information). So that it appears you must add the panel "Frontend :: Agent :: Ticket :: ViewZoom".

Summary:
1- Create the dynamic field

2 Associates the screen, eg. mail sending screen: Frontend :: Agent :: Ticket :: Frontend :: ViewEmailOutbound in Ticket :: AgentTicketEmailOutbound ### DynamicField.

3 Sets to display on the main screen the saved information in Frontend :: Agent :: Ticket :: ViewZoom