Good afternoon,Once the ticket has been resolved, would it be possible to assign work hours to that ticket? or existed some field to be able to carry out a control of each ticket?Thank you.Greetings,

You could create a field that needs to be populated before the ticket can be closed.Alternatively there is a 3rd party mod called Time Tracking:https://github.com/osTicket/osTicket/pull/3231

5 days later

Good afternoon,Where can I create this field?Can this field be exported when we export the ticket list?The module that you tell us you have to do all the modifications manually, right?Thank you.Greetings, Rafael M.

Q: Where can I create this field?A: Go to Admin panel -> Manage -> Forms -> Ticket Details.Click on an empty field and give it a lable, priority, visibility, and variable.Click Save ChangesLocate the new field that you added.  Click on the Config Button for it.Click on the Settings tabCheck Data Integrity.Click SaveQ: Can this field be exported when we export the ticket list?A: Any field can be exported.  You just might have to edit the export script to get it to do so.Q: The module that you tell us you have to do all the modifications manually, right?A: You can.  Or you can create your own osTicket branch and apply the pull request.

4 years later

Adding a plus one for this - add a new field to the ticket details form, and set it for agents only. You'll see when you configure the new field component that you can add some text to it (this appears on the tickets that users see, so be careful what you write!) and on the settings tab you can select only agents to view/edit, etc.

When a ticket comes in, the agent can add the hours to the field and when you export the tickets you are asked which fields to include, so include the new one in your list.

What we then need is a way to automatically calculate the hours and display it for the agents to see. In fact, I'd go further - an organisation could be allocated a specific number of hours (we sell support time in blocks of ten days, for example) and a ticket might take 4 hours to fulfil. If the agent entered 4 as the time allocated, then the result should be the allocation reducing by 4 hours. This should be visible on every ticket from the same organisation - providing the organisation has been created and the allocation added to it.

Any thoughts on how that could be done?

You would have to edit the core files to achieve this goal.

As a side not this thread is 4 years old, please do not be a necromancer.
Killing zombie thread with a head shot.

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