Accounting of time on ticket

Technical assistance
1

Infos:

  • Used Zammad version: 5.3.1
  • Used Zammad installation type: docker-compose
  • Operating system:
  • Browser + version:

Expected behavior:

We recently migrated from OTRS 5.
How can the application ask us to add time to the ticket between any open or closed status, even if no response has been given.

Actual behavior:

When the status of a ticket is updated, the application does not always request that time be added to the case

Steps to reproduce the behavior:

2

Updating a ticket requires two things:

  • your time accounting setting to fit the ticket criteria in question
  • you’re adding an article along side

You can find more and also this note on the docs here:
https://admin-docs.zammad.org/en/latest/manage/time-accounting.html

3

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