Time Tracking again - this time, but adding an editable field to the organisation where you set the number of hours support that org. is entitled to receive, and then on each ticket set the number of hours that were used for the task.
On every ticket we should then see the total remaining hours available, and the total used.
Right now, I add a new field to the ticket details for agents to view/edit, and they can add the hours spent resolving a query for a customer. What they don't know is how many hours the customer is entitled to... so I am hoping there is a simple way to develop a plugin which allows me to add the allocation at the organisation level, so that when the agent completes the field for hours used, it auto calculates the remaining time (and displays it on any other ticket from the same organisation). If there is no allocation for the customer, then the calculation should be on total hours entered by the agent up until that moment - preferably configurable to set the start date from when the calculation begins.
in brief -
1 - add organisation
2 - add time allocation (say 80 hours per year)
3 - agent inputs time spent per ticket
4 - system calculates balance of time remaining...
5 - if no allocation, then system calculates total time spent with that org.
Export of data by organisation could then include a total for hours spent on tickets.
Yes - it's not automated, and the agents need to be trained on making sure they are accurate, but it would be a lot better than having no time tracking, IMO!
And I'd rather this was built in as part of the core to OSTicket than rely on a 3rd party...
Any chance of something like this?
