Enter Ticket Created Date & Time

[vodafrog]

On occasions there is a need to enter ticket information after a call has been dealt with. This could be half an hour later or even the next day due to lack of internet access, especially when on a customer site.

Is there a way to enter the actual date and time a call started while creating a ticket?

[crythias]

aside from changing system date/time or direct database manipulation? no.

[vodafrog]

So this means that if I click on the new phone call ticket icon, but take half an hour dealing with the call and then click submit, the date and time stamp given to the ticket will actually be half an hour out.

Surely this has an impact on the statistics, they can't possibly be correct.

[crythias]

Accounted Time/Work units was designed to mitigate some of this, but what you're talking about is an issue that is inherently a problem with input forms.

One way to work around this is to set the ticket to pending autoclose the length of time (How? ... write start time down?) of the phone call..

[vodafrog]

crythias, I disagree with there being an inherent problem with input forms. Most input forms would have a date/time entry field and this would default to the date/time the form was opened. This also allows the person entering the information the correct the date/time accordingly. This is then used when the data is written to the database along with the actual date/time the record was written.

[crythias]

OK. If the programmer allowed for that to happen, that is a program issue, not a feature of input forms. It still relies on the user to input a valid date and time.

If I were to retrofit this, I'd probably grab time via javascript on form load and submit that as create time for phone tickets. Since that's not how it's done, it's not a bug that what you want to happen isn't happening.

[tomS]

Hi there,

I'm currently having exactly this issue:
People are not able to create their tickets on the day they worked on it.
They need to be able to create the ticket one day later and the work units they enter need to be added to the work units of the previous day.

Is there a way I can accomplish that?

Best
Tom

[crythias]

This is a very old topic. Please create a new topic for your issue.

Short short, though: Use a Dynamic Field for your fake time.