Manual input of date and time of opening ticket in SCP

logocreator

Hello,In many cases, customers just call or email about their problems and staff opens the ticket after the problem is resolved. In such cases there is no way to capture the time to resolve.I would like to add an optional field to input the Date/Time reported in the "New Ticket" page on SCP. I searched the forum and couldn't find if anybody has done this. I really appreciate if anyone can help me with this.Thanks

logocreator

Found the answer. Added a filed "Reported Time" in the form Ticket Details. That works for me.

Chefkeks

Great you found a solution. Time tracking is a feature requested by a lot of people and as far as I know there are already plans to include it some when in the future into osTicket.

logocreator

Thanks! Looking forward to it.That will be a great addition to this wonderful tool.

JRogers

That's good, because the original request (to allow operators to manipulate the create date/time) is a fundamentally bad idea, because it breaks the controls that are built in. If anyone is tracking performance vs. SLA, this would provide a huge opportunity for fudging.Sorry, I've spent too much time in Compliance Auditing. :/Jack

ntozier

@[deleted] don't be sorry, I totally agree. :)