Time tracking on cases / tickets

gugrina

Hello all,

Very excited testing RE but I do have a question.

I have added a time tracker category but this serves for the customer in general it will be hard to bill a client without a ventilated time tracking by case. Am I missing something? Worked decades with ITSMs and always was able to start a timer / case or at least be able add a "Time Spent" per task entry relevant to a case.

gabriel

Hello and welcome to the forum :)

You enable time-tracker integration in the REI3 Tickets application. Once enabled, you can generate time tracker entries assigned to a particular request (eg. ticket).

mel

Hi, we are new to REI3 platform. Under admin account, I went to Operations -> Tickets -> Admin Tab -> Time Tracking -> Enabled The Tracking. Tried logging off and back on with the user, Restarting the service, not seeing the UI for starting and stopping the timeclock in the ticket main UI or within the worklog UI. Time tracker setting type, tried both types. We are testing this going our MVP testing to see if we are replace our current ticketing system with Paid REI3 version.

gabriel

mel
Hello and welcome to the forum 🙂

There might be a small misunderstanding about how the time tracking feature works.

There are 2 ways of tracking time that we currently offer with the standard apps - with a bunch of configuration options if needed:

You can assign a role form the time tracker app to the desired user. Then this user will get access to time tracking for work, travel, projects and so on.
You can enable the time tracking integration in the ticket system - which from your description seems to be what you have done. The time tracker integration is more about tracking time spent on tickets and less about stuff like general work time; it works by starting/stopping timers in specific tickets.

In general, assigning roles and enabling features does not require you to re-login. The system automatically applies them. There are a few edge-cases for some advanced features - but nothing will require a service restart 😅

mel

That is the problem, I don't have that button (Track)

gabriel

mel

To get the button, the ticket must be assigned to you 🙂

If I remember correctly, time tracking is meant for the agent working on the ticket, so it needs to have an agent assigned to work.

Just in case you have not seen it: You can click on the little question mark on the top-right of any form in an app and it will open the application help page. It includes chapters for the features of the current app, like the ticket system.

mel

okay, that helped. I came from a help desk system where the time is specified within the note/ticket update REI3's ticket module tracks time on a separate list, with its own TAB and references to the case/ticket number. This is going to take some time to get familiar. I also had to create a new Team and assign user to that team. Noticed Cannot change the default team. A new Team must be selected in order to add members. Once I created my own team then i can assign the team and a member of the team to the ticket in order for the time tracking button to appear

gabriel

mel Once I created my own team then i can assign the team and a member of the team to the ticket in order for the time tracking button to appear

Every ticket system has its own ideas about how requests are handled, access works and so on. REI3 Tickets nowadays has a large list of features and many configuration options - which is good for flexibility but makes it harder to setup.

Going through the application help page can be useful to understand how the app "thinks". As a potential future customer, we could also offer a short call to answer your questions and help you set it up - just drop us your contact info, if you´re interested.