Time spent on tickets.

drozenski

Any one know how to add a box into a ticket so when a staff member is working on it they can log the amount of time that it took to complete the task.

if some one could make this mod that would be awesome.

I need the following.

Box to put in your time

the time needs to be updated in the database so if i spent 30 mins then 15min it would be a total of 45 mins.

i need the total amount of time spent to be displayed next to the time input box or in a field within the ticket itself so the user can see the total time spent.

masino_sinaga

Is it about time duration between one message to another?

How about this:

( Add #Post, SenderName, Time Duration in Each Message)

Is that what you want?

Sincerely,

Masino Sinaga

drozenski

something very similar. I would like to have the ability for staff to record their own time spent on a ticket and not have it totaled from each response. Cause some one could take 15 mins to do a job but get side tracked and not respond till 2 hours later.

Would make tracking time so much easy and help us see exactly where the most time is being spent in the company.

masino_sinaga

One simple question:

What is your formula to determine the time for calculation process between the start of the time and the end of the time of a staff's job?

It has been stated early to avoid mis-understood, since there are some definition about this "start - end" time.

For example:

Start time:

- When staff view or display the ticket and do some typing (for replying, internal note, etc)

- When staff view the ticket but do not anything, this should be calculated, too (?)

- (what is your assumption?)

End time:

- When staff switch from dispalying one ticket and go to view another ticket

- When staff switch from displaying one ticket and go to the list of ticket

- When staff switch from displaying one ticket and go to another menu

- When staff switch from displaying one ticket to logout directly

- (what is your assumption?)

Hm... there are so many possibilities assumption...

Sincerely,

Masino Sinaga

drozenski

no dont need any of that. The staff will imput time during their first response and every response after that until the ticket is closed.

For example.

New ticket: BROKEN EMAIL! HELP!!!

Staff response: i have fixed your email, it was stuck you your out box.

Time spent: Mins

User response: Thanks, but it's not working again can you stop by?

Staff response: uninstalled email client and reinstalled. Working fine now.

Time spent: Hr

Total time:

User response: Thanks

Staff response: your welcome closing ticket.

Time spent: min

Total time:

The time would not be visible to the user but would be displayed in the ticket in staff view.

He's an example.

blank

drozenski

I know how to add the field into the ticket and call the data from the database. i just dont know how to add the box at the bottom and add time so that it will accumulate

like 45 mins + 45 mins = 90 mins into the database. Last time i tried i blew up my install.

Thank god for backups.

masino_sinaga

From the things you mentioned and also from the screenshot you displayed, I think you now only have difficulty how to add the two time such as:

00 + 00 = 01

Is that correct?

Sincerely,

Masino Sinaga

drozenski

i dont know how to make that box that is in my printscreen so i can put in the ammount of time i want.

masino_sinaga

You can follow the technique to display the textbox, see the code that contains of

<input type=text blablabla

from the code in \include\staff\viewticket.inc.php file.

Justr try it by yourself, I am sure you can do it, moreover you can add the new field to your ticket table. Good luck!

Sincerely,

Masino Sinaga

drozenski

You can follow the technique to display the textbox, see the code that contains of
<input type=text blablabla
from the code in \include\staff\viewticket.inc.php file.
Justr try it by yourself, I am sure you can do it, moreover you can add the new field to your ticket table. Good luck!
Sincerely,
Masino Sinaga

I did everything but one thing has me completely stumped. I have no idea where to put in my class.ticket.php page so that my box will populate the database. I tried putting stuff in at least 15 different places in that file and nothing. Some blew up my install some just didn't work.

andrelic

I really like this but I have no clue how to code it. Could someone provide the steps and what I would need to do to make this work for me?

Thanks in advance!