Shared ticket between two or more agents

[fnogueiramcp]

Hi Evereyone

I have OTRS 3.0.8 installed and it is working properly.

I have doubt regarding Reports.

One customer openned a ticket where two agents worked together to solve the problem. Both agents inserted their comments and worked time on ticket using their own credential.

However, when I get a report to take the amount of time spent for each agent, the owner of the ticket as all time (his and other agent's).

Is there any way to split the working time by agent, even on the same ticket?

Thanks a lot.

Fabio

[crythias]

Probably next time split the ticket.

[fnogueiramcp]

Hi Crythias. Thanks for your reply.

When you say split, you say open a new one just for the other agent?

Thanks again.

[crythias]

There's a split button (below the history), so I'd consider using that.

[fnogueiramcp]

I will check it. Thanks a lot!!!