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!
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