Time tracking by agent on same ticket

[kmdot]

Hi

Is it possible to track the time spent on a ticket when multiple agents are adding times?

Each ticket may be passed to 2 or 3 agents, and each will add times.

I need to know what agent spent what time on the ticket in some sort of report rather than just making a note. need stats =)

Thanks

[jojo]

yes, you can get this information via SQL

[crythias]

You may start thinking about an ArticleFreeTextField

[kmdot]

I have added fields

billable time and agent name to a note.

Now how can i make a report that does this.

Report by ticket id, and under id get a list of "billing notes"?

thanks

[dwg]

I hope resurrecting an old post is not in bad taste.

This is EXACTLY what I am trying to figure out.... let an agent plug in their time with each note they add to a ticket. We bill hourly for services and this would be a wonderful way to track it. Why make the agent go to a separate billing system or to the TimeAccounting module to re-enter what they have done. This (dual-entry) inevitably leads to lost billing.

It is easy to accomplish the entry... just add an articlefreetext to the note.

The hard parts are:
1. How to report on this time?
2. How to track which entries have already been billed?
3. How to go back to make a change to an article when necessary.

Will this all need to be done through SQL or is there a more appropriate way?

[ATG]

Hi guys,

This is exactly what we are trying to achieve as well.

Did you get any further with this?