Spent time management

[knut1er]

Hello,
sorry if my question is trivial, I did not find answer by searching here...
Is it possible to automate spent time when operator is working with a ticket? it's difficult for operators to measure precisely this time... and customers would see precisely date & time of working progress.
Thanks!
Jean-Luc

[jojo]

No. There are several reasons not to do it automatic. my suggestion is to use quarter of an hour as time unit.

[knut1er]

Ok Thank you,
Is exist a manual timer module? (for example "start" & "stop" commands?

[jojo]

No, this would require development

[crythias]

There are two built-in ways to measure elapsed time in OTRS:

1) self-report. (Accounted Time)
2) timestamps of articles.

For *me*, I use an applet called tinytimetracker. This unobtrusive applet allows me to record a short word or phrase (I use something like client/customer_id - task) and watch time as I am on the phone, working a ticket, etc. When I complete a task/phone call, I record the time to the nearest quarter hour in an article in OTRS. Then I use a query to sum up the time per client for billing purposes.

(hint: It records time constantly. Use another entry, such as "off" for when you don't want to record current time).