Without using the module "Time Accounting" because it is independent of the changes, as we see the hours that each agent has spent in each work order / change?
We tried to make a report but we find no way. It is very important to track hours of our agents.
Thanks
See the hours that each agent has spent in each work order
Moderator: crythias
See the hours that each agent has spent in each work order
Using:
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
-
crythias
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Re: See the hours that each agent has spent in each work ord
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: See the hours that each agent has spent in each work ord
And for the ITSM changes?
Many thanks
Many thanks
Using:
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
-
crythias
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- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
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Re: See the hours that each agent has spent in each work ord
Not sure how best to answer that question. If you were to look at a ticket and hand calculate the answer for one ticket, what criteria would result in the valid answer you seek? Note that date of opening a change and date of completing a change doesn't always necessarily correspond to the time that was actually spent working on the change.dcorbera wrote:And for the ITSM changes?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: See the hours that each agent has spent in each work ord
It's simple. We want our agents impute the hours they spend to the tickets and changes. We need an easy way to see the hours per day, agent and ticket or change. The query that you spent will go fantastic for the tickets, but we lack the side of change.
Thank you
Thank you
Using:
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
-
crythias
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- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
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Re: See the hours that each agent has spent in each work ord
Let me ask a different question, then... what field holds the value that the agent self-submits for changes?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: See the hours that each agent has spent in each work ord
On the report button of a work order, the field:
Accounted Time
Accounted Time
Using:
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
-
crythias
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- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
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Re: See the hours that each agent has spent in each work ord
I'd have to browse how that is applied, stored, etc before I can give you an answer. Probably you have hints enough on data location based upon the other queries ... I don't have how it links to other than tickets at the moment.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: See the hours that each agent has spent in each work ord
Thanks, I will try to make an inquiry. If I get it I will post on this forum.
Using:
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3