Possible?: Duration field on ticket follow-up

finalbeta · 2020-12-26 22:12:06

Hi,

Can I add "duration" to ticket follow-ups just like the duration field that's available when adding "tasks" on tickets?
https://pasteboard.co/JGL0MIJ.png

makeijan · 2020-12-29 11:38:30

Hi,
In my opinion, it doesn't make sense.
Followups enable communication between actors.
Tasks are enabled to track work and time.
Cheers,

finalbeta · 2020-12-29 12:18:35

Hi Makeijan,

let's say a customer mails me with a question. The task is his mail. I spend 10 minutes researching his mail en then send him an answer.
In the current flow I need to make a task "Read customer mail, research plausibility". Put 10 minutes on that. And then start typing a follow up even though during that task I may need some more time. So I send the follow up and then circle back to the task to add some time?

That flow seems broken to me and at the very least gives a whole lot of overhead. (I'm coming from a ticketing system where each action you add to a ticket forces you to register time (mail, note, task), because, each action, takes time)

makeijan · 2020-12-29 13:19:13

Hi,

I like this discussion because they are quite "philosophical" .

There is no right or wrong way but this is how we do it, and it works.

On your scenario, the TICKET (not the task) is his mail.
After you receive it, you create a proper TASK (can use a template to speed things up) and with ActualTime https://tic.gal/en/project/actualtime-plugin-glpi/ start a timer.

Options here are multiple, either you find a solution and apply it, ask for more information, schedule a new task in the future, and answer back in a followup. After the activity is finished you pause or stop the timer. If configured Actualtime can update the TASK duration so you save, and move on to another ticket.

Every tool has his quirks. I understand there is a learning curve. You just need to adapt or develop a new plugin. However, I think this workflow works great.

Cheers,

finalbeta · 2020-12-29 13:48:00

Thanks for that makeijan. I understand. I can see the reason/advantages in that flow. (Unfortunately it is a lot slower then what we are used to).

iamstranieri · 2024-09-05 11:20:46

Any idea how to export reports from AtualTime to pay our contractors?

makeijan wrote:

Hi,
I like this discussion because they are quite "philosophical" .
There is no right or wrong way but this is how we do it, and it works.
On your scenario, the TICKET (not the task) is his mail.
After you receive it, you create a proper TASK (can use a template to speed things up) and with ActualTime start a timer.
Options here are multiple, either you find a solution and apply it, ask for more information, schedule a new task in the future, and answer back in a followup. After the activity is finished you pause or stop the timer. If configured Actualtime can update the TASK duration so you save, and move on to another ticket.
Every tool has his quirks. I understand there is a learning curve. You just need to adapt or develop a new plugin. However, I think this workflow works great.
Cheers,

makeijan · 2024-09-05 14:23:12

Using a reporting tool.
Rignt now we us our reporting plugin for any reporting need.
It is a premium plugin, and we can customise it anyway the client needs.
Regards,

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#1 2020-12-26 22:12:06

Possible?: Duration field on ticket follow-up

#2 2020-12-29 11:38:30

Re: Possible?: Duration field on ticket follow-up

#3 2020-12-29 12:18:35

Re: Possible?: Duration field on ticket follow-up

#4 2020-12-29 13:19:13

Re: Possible?: Duration field on ticket follow-up

#5 2020-12-29 13:48:00

Re: Possible?: Duration field on ticket follow-up

#6 2024-09-05 11:20:46

Re: Possible?: Duration field on ticket follow-up

#7 2024-09-05 14:23:12

Re: Possible?: Duration field on ticket follow-up

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