Accounted time by state

[jaume]

Hi everyone,

Hope someone could help me with this issue. We have succesfully deployed a brand new OTRSv3 system in our company. We have added KIX and played with all OTRS features to fit our people's needs. Everything works fine now but we are stuck trying to implement a functionality related with accounted time.

Currently we have defined a new state called "Running". This way, customer is able to see if agents are running in an incident or the ticket is just opened waiting for someone to work on it (open state).

What we want to achieve is, rather than updating accounting time manually, feed this data automatically with the time that the ticket has been in the running state. So lets say that we have a ticket opened at 9 (state=open), then agent begins to work on it at 10 (state=running) and finish the task at 12. Then we will have "total ticket time=3h" and "accounted time=2h".

Is there a way to implement this automatically without telling the agent to update the "accounted time" form?

Thanks!