Time spent on ticket
It would be nice to have a time tracker of some sort, both a stopwatch of sorts and a total time monitor so that the rep can enter how long they actually worked on the ticket, but also how long it took the ticket to be completed from open to close.
Added in HESK 2.4
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Jason Huebel commented
Also note that I've removed the update check from admin_settings.php. If you use my customizations, you're stuck with 2.3 until I can port them up to newer versions. I'm working on creating patchsets for the customizations to make this easier, but I'm not there yet.
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Jason Huebel commented
While this isn't an automatic time tracker, I've modified 2.3 to allow you to enter time spent when replying to a ticket. Time spent is displayed for each reply, as well as total time spent on the ticket is displayed in the ticket header.
The modified version of HESK is available in my github here:
https://github.com/jhuebel/hesk-2.3-jhuebel
Go to tags and get the "hesk-jhuebel-2.3.1" archive. Note that this version is not an official release. YOU SHOULD NOT CONTACT HESK FOR SUPPORT OF THIS VERSION. I'm only offering this as a courtesy, since I modified this for a client.
It will also require some changes to your hesk_replies table. You need to add a SMALLINT column called "time_spent" that defaults to a value of 0.
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Bri commented
I'd settle for an overall time for each issue. Each time a ticked is added the time and date are logged and displayed already, all that's needed it for the time & date to be logged when starting a new ticket or adding a reply then the two added up and a total displayed when viewing via admin backend.
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Ed commented
I would even settle for a spreadsheet-type manual input for time. I have some projects that stay open for weeks and would like a way to document not only how long but when.
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CS commented
+1 here as well.. Al said it best. So long as the actual stopwatch time could be over-ridden by an administrator in case of a forgotten stop watch click.
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tlee commented
An automatic time tracker is really needed…starts tracking when the ticket is submitted and tracks to the time it is solved. An additional option of tracking the time to make initial contact would also be helpful.
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Chris commented
Would like this too.
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Carlos commented
This will be an excellent option; it is hard to track the time spend on tickets
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Al commented
+1
stop watch button should start and add time to overall time for all staff.