AccountedTime

[tomdc67]

Hi,

we are using otrs2.4 and gave access to our customers.
Some of these customers would like to see the amount time that was spend on the tickets.
Is there a way to get this in the customerstatusview?

Thanks

[elvanov]

Hello,

The accounted time is exclusive for the Agent interface. What I can think of is setting one of the free text fields to "Accounted time" or something similar and enable it for both interfaces in the SysConfig:

Ticket::Frontend::CustomerTicketZoom###AttributesView - In order for your customers to see the fields.
Ticket::Frontend::AgentTicketEmail###TicketFreeText - To make it visible for the agents while creating an email ticket.
Ticket::Frontend::AgentTicketPhone###TicketFreeText - To make it visible for the agents while creating a phone ticket.
TicketFreeKey1 - To specify the label for the field. This could be Key="MyAccountedTime" Content="Accounted time".
Please note that there are 16 free text fields and that you can use any of them. In this example I
used number 1.

I hope this helps!

Regards,
Elva

[chetannagaonkar]

Elanov,

Does the Accounting Time starts only after the status is set to Open? Or does it account the time since its creation. Also, in 3.02, I have created tickets that is showing Accounting Time as 0 and I don't have any option to move to status "Open" inspite of the fact that they have been assigned to owner(default agent: Admin OTRS).

Chetan

[elvanov]

Hello Chetan,

The accounted time represents the effort (in minutes or any other working units) that an agent did to work on a ticket, but it is a number that the agent writes, this is not generated automatically. Maybe what you mean is the age of the ticket, this is calculated by the system.

I hope this helps!

Regards,
Elva