Automatic time logging on tickets
Question asked by jordan Car - November 6 at 2:04 PM
Answered
I am wondering if there is a way to automatically add time to a ticket for the duration that it was open in the browser. Instead of the agent creating a time log manually against the ticket and figuring out the amount of time spent on it, they would complete the ticket as normal and the time log would be generated automatically.

We are working on migrating to SmarterTrack from a customized version of OsTicket which we have a box with the amount of time spent while you are working on the ticket, the ability to pause and finally the ability for an administrator to generate a report of tickets with their logs for billing. It's a bit crude but that is basically what we are hoping for.

If there isn't something currently, would this be something that could be added via an API or other? I would be willing to help fund this as a feature because this is the only thing we are missing from an otherwise amazing ticket system now.

Thanks for your help,
Jordan

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Andrew Barker Replied
Employee Post Marked As Answer
SmarterTrack does have the ability to automatically generate time logs. For more information see the help section on the Management Interface settings. Keep in mind that time logs are only generated if the ticket is open in a popup window.

As we already include this functionality, I have gone ahead and changed the thread type to a question.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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jordan Car Replied
Is this specifically only when the popup window is used?
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Andrew Barker Replied
Employee Post
Correct. The automatic time logging is only effective if the ticket is open in a popup window.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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