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
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
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, Agim Cami schrieb:
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?
The TimeAccounting module has nothing to do with the time-accounting that's already available in OTRS. Latter is used to calculate the working time which is spent on a ticket. The TimeAccounting module is used for project-/agent-oriented working time accounting. The agent can enter his/her working time and on which project (s)he has spent the time. In the overview section the allowed user can see the total time that's been spent on a project or on a special action within a project. In future releases there will be some pdf-printing functions ...whenever I'll find some time to insert it... Anyway - you can install the package and have a look at it. If it's not what you need, you still can uninstall it. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHTFDHvXo8m5PgoXQRAsusAJ0dXh3WwJCg/LjXD1i0VZqXhW4GDQCcD40l XMMEtQj/7edUp/bty5j1fxQ= =hkYD -----END PGP SIGNATURE-----
Are there any plans to merge the functionality with tickets? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Torsten Thau Sent: Tuesday, November 27, 2007 12:16 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] RE: Time-Accountig -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, Agim Cami schrieb:
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?
The TimeAccounting module has nothing to do with the time-accounting that's already available in OTRS. Latter is used to calculate the working time which is spent on a ticket. The TimeAccounting module is used for project-/agent-oriented working time accounting. The agent can enter his/her working time and on which project (s)he has spent the time. In the overview section the allowed user can see the total time that's been spent on a project or on a special action within a project. In future releases there will be some pdf-printing functions ...whenever I'll find some time to insert it... Anyway - you can install the package and have a look at it. If it's not what you need, you still can uninstall it. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHTFDHvXo8m5PgoXQRAsusAJ0dXh3WwJCg/LjXD1i0VZqXhW4GDQCcD40l XMMEtQj/7edUp/bty5j1fxQ= =hkYD -----END PGP SIGNATURE----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Maurice James Ny schrieb:
Are there any plans to merge the functionality with tickets?
...sorry for the delay. There are no such plans (yet). Do you have any special/certain idea how to merge these two functionalities? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHWlnCvXo8m5PgoXQRAozxAJ9VYlK+7CIh66+V4lkXmDCZqr3vUwCdG30o RiOITGnmPq0ADf0jiJ7ifS0= =I772 -----END PGP SIGNATURE-----
It would be nice if you could update your time by using a ticket -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Torsten Thau Sent: Saturday, December 08, 2007 3:46 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] RE: Time-Accountig -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Maurice James Ny schrieb:
Are there any plans to merge the functionality with tickets?
...sorry for the delay. There are no such plans (yet). Do you have any special/certain idea how to merge these two functionalities? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHWlnCvXo8m5PgoXQRAozxAJ9VYlK+7CIh66+V4lkXmDCZqr3vUwCdG30o RiOITGnmPq0ADf0jiJ7ifS0= =I772 -----END PGP SIGNATURE----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
participants (4)
-
Agim Cami -
Maurice James Ny -
Simon Adams -
Torsten Thau