Hi Claudio.

Please also be aware that there might be judicial issues when you let a customer see the accounted times of your agents. In Germany for example this is not allowed – though he is allowed to see summarized times that don’t belong to a single agent.

Best wishes,

Jan Dreyer

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Daniel Litzbach
Gesendet: Donnerstag, 26. September 2013 08:34
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Display "Accounted time" of ticket in customer's view, too

Hi Claudio,

keep in mind that the customer might also be able to see tickets of other customers if you create an agent account. Don’t know if this is what you want.

Regards

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Claudio Kuenzler
Gesendet: Donnerstag, 26. September 2013 08:28
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Display "Accounted time" of ticket in customer's view, too

Hi,

I'm pretty sure this is not possible without coding. You could build a script that reads the value and include it.

OK thanks, Daniel.
Will (maybe) look into this.
As a workaround solution I thought of creating an agent account for this customer with read-only view over the customer's queue. This way he'll be able to see the accounted time, all tickets but cannot modify them.