The concept of time accounting is to allow an agent to see how much time has been spent working on a ticket. Every action on a ticket allows you to enter how long that action took (in some arbitrary time unit, we use hours). For example, if a ticket was create because a printer stopped working, then you might have: 1) Ticket creation (i.e. Phone agent) 0.1 hours 2) Problem investigation and addition of a note with information of problem (e.g. driver malfunction) = 1 hours 3) Installation of new driver, testing and successful closing of a ticket = 0.5 hours When you now look at the ticket, you will see Accounted Time: 1.6hours. The uses of this are many. If you are running a commercial helpdesk, you could use this information to bill clients. If you are running a contract helpdesk, you can use this information to enforce SLAs. You could use it to track staff utilisation. Many more uses I'm sure. Hope this helps! ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Agim Cami Sent: 26 November 2007 19:42 To: otrs@otrs.org Subject: [otrs] RE: Time-Accountig Before installing Time accounting into my otrs platform I would like to know what are main features of the module. In what case this module can bee useful? -- Agim Cami