Hi there,
We are currently moving from the OneOrZero ticket system to OTRS and are having a real good time exploring all the options in OTRS.
A lot of things which annoyed us in OneOrZero are not a problem in OTRS:
- ticket layout
- better reporting
- queues
But there is one thing OneOrZero does have which I cannot find in OTRS: a ticket timer.
In OneOrZero agents can open a ticket and a timer starts counting. When they close the ticket or action they can accept the time which has accumulated on the timer. In OTRS we have to make an educated guess for the time spend on the ticket.
Does such a function excist for OTRS?
regards
Peter Kaagman / Atlas College
Ticket timer
Moderator: crythias
-
PeterKaagman
- Znuny newbie
- Posts: 1
- Joined: 15 Jul 2010, 09:33
- Znuny Version: 2.4
Ticket timer
OTRS 2.4.7 installed from Ubuntu 10.04 repo.
Remote MySQL 5.1 database
Apache 2.2 with mod-perl 2.0.4
Agents and clients authenticate against ADS, client data in DB backend.
Remote MySQL 5.1 database
Apache 2.2 with mod-perl 2.0.4
Agents and clients authenticate against ADS, client data in DB backend.
-
Johannes
- Moderator
- Posts: 436
- Joined: 30 Jan 2008, 02:26
- Znuny Version: All of them ^^
- Real Name: Hannes
- Company: Znuny|OTTERHUB
Re: Ticket timer
Hi,
acutally there is no "active timer".
All you can do out of the box is to activate the time accounting.
On the bottom of the ticket response/new ticket page appears a box in
which the agent can enter a value like 10 work units.
If you want an active counter you have to do it yourself
bye
acutally there is no "active timer".
All you can do out of the box is to activate the time accounting.
On the bottom of the ticket response/new ticket page appears a box in
which the agent can enter a value like 10 work units.
If you want an active counter you have to do it yourself
bye
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