Report on Individual Agents Time Spent Per Ticket

[ATG]

We have multiple agents that will work on one ticket. Is there an easy way to report on the individual agents time spent per ticket as opposed to time spent on the ticket as a whole?

[crythias]

If agents record their time manually, you may want to see this query: viewtopic.php?f=60&t=12546 I wouldn't recommend timestamps as accurate timekeeping.

[ATG]

Thanks for the reply crythias.

We are not planning on using the TimeAccounting module and having agents manually record their time.

Occasionally we have a ticket that multiple agents have worked or collaborated on, and if asked for a breakdown, we need to see how much time each individual agent has spent on the ticket in total.

I can't see a way to achieve this from the Statistics module and am having trouble gathering the information I am after with a SQL query as well.

[yuri0001]

Hi!
OTRS can't create such report!
You need to parse History of ticket manually if it is rare, or by hardcoding this report. All event - in history.

[crythias]

It is pretty much impossible to have multiple agents work on a ticket and provide an accurate breakdown of how much time each agent worked on a ticket by way of time stamps of articles in history *if* the agents are simultaneously collaborating on the ticket. If the ticket changes owner and you wish that to be the start of time for agent B until close or until owner changes to Agent A or C, then you will have to determine your criteria.

There is no ability to account for how much time on a ticket with multiple people on the same ticket number unless they self-report. You don't need the full time accounting module, just put the time_spent in the box under the body.

Let me ask a different question to you: given an article entry (note, reply, etc.) how would you *manually* determine that this is a start time of Agent A, end time of Agent B, or an overlap time of A and B? If you can't answer that question, neither can OTRS.