Feature Request: Ticket replies - Time/Date tracking

Bigbug

Hi, I see the current way of recording/calculating time spent on a ticket is hard to work with
as sometimes you need to close the browser (like when you perform on-site support), or navigate away from the tickets page.

Would I suggest a different way of dealing with that:
instead of the "timer with play/pause button" there should be a "Punch In/Punch Out" button and calculate time between the recorded in/out time stamps, that way you could easily navigate away or close the browser.

Also add on the main top-nav-bar a Ticket Icon with a red badge indicating the number of currently punched in tickets - because you can sometimes forget to "Punch out" of a running ticket - and when clicking on that Ticket Icon it should pop up a list of all currently "Punched In" tickets where you could easily "Punch out" of any given ticket

Also maybe (optional) send an email to the assigned tech every 14 min that he's still punched in and shouldn't forget to punch out.

Any thoughts?

With much thanks to the ITFlow Hero's!

🙏

Don't hesitate to ask me if you don't understand😍

johnny

Interesting I kind of like it. but maybe a discussion for 2.0

psiiota

I quite like the punch in idea! I have noticed that the current timer does not work well for our technicians. Often the time is longer than the session, or the technician accidentally closes the browser tab.

I feel that the punch in and out is much more versatile than the current timer.

smcs

In my full time job we have the option to click the clock icon to start the time and click the clock icon when done, or enter the time in manually, or just put in the total time. It is very handy and works great.

psiiota

That looks like the screen for ConnectWise Manage. We have used Kaseya BMS and ConnectWise Manage, and both have this feature. We would have to add an is_draft column in the DB to account for ticket drafts and time, but I do not see this too hard to accomplish.

JosephWithCOR

You have a ticket that is being worked over multiple days. Or a ticket entered after-the fact. Much like you can set the time per response, it would be nice to be able to set the response date when the work happened.

As it sits now, I just start my ticket replies

04/11/2024 (or the date the work was done)

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But, they are all dated today.

Thinking through, tagging the tickets as I do makes the search functionality (Awesome by the way) more useful. But, if I am working remotely on the weekend doing updates, I might not enter the work done until the following Monday.

Just a thought.

wrongecho

This is interesting. We used to use Service Desk Plus and this had a similar feature where you could date your work log. Annoyed the hell out of me personally as I'm a "document as you go" type of person but I kinda see the use case for it now.

It's not something I'd want as the default though.. It'd make the experience quite clunky.. Maybe hidden in the edit menu?

https://www.manageengine.com/products/service-desk-msp/help/adminguide/change/work_logs.html

JosephWithCOR

@wrongecho I too am a document as I go, but it is usually on a piece of paper that I enter after the fact.

Much like the time worked / spent is configurable, how about a date picker that defaults to today on any new ticket response. That way IF you wanted to back date the work, or the ticket, you could.

garlandoakes

Can you enter time on a ticket manually?

The reason I ask is that our techs have onsite clients and manually enter the tickets after the visit with time they started and time they left and travel time to the client.

jack

They can enter the time when updating the ticket as shown.

garlandoakes

jack Not exactly what i was going for. What calculates the date and time the ticket was worked. Example: July 1st from 12:00pm to 5:00pm.

Bigbug

garlandoakes
is this relevant? https://forum.itflow.org/d/467-changing-the-way-recording-time-spent-on-ticket

jack

Not sure I follow. You want to enter in the date and time a tech arrived/departed onsite, and have the calculation done automatically?

hugo

smileglobal

Bigbug I agree it would be nice to be able to enter a start/stop time and date to manually add a time entry like you can in the link you sent referencing CW Manage.

JosephWithCOR

The ability to change the date the ticket was worked has been requested https://forum.itflow.org/d/810-feature-request-customizable-ticket-entry-dates

mega

It'd be awesome if there was a time entry system like above. You can click the clock button, and it enters the current time into the field, have a deduction field, and then the total time displayed

mega

and of course, you can always manually enter the time into start and end fields