Title: Correct the time in tickets
1) What is your original issue/pain point you want to solve?
To be able to tell the difference between the absolute time and the time to invoice to the customer.
2) Which are one or two concrete situations where this problem hurts the most?
The problem appears in combination with the auditing acceptability of Zammad if a post on a ticket with a recorded time was created. If the entry was done and at mistake was made, then the time is not the sum of the time which should be in the acquired time of the ticket. At least not of the time, witch the customer must pay for.
An example, if the misleading documentation was the course that you needed more time to solve the problem.
3) Why is it not solvable with the Zammad standard?
The time of a tickets are merged with the notes. After the time to delete a note has expired, it is no longer possible to change the time for the ticket.
Also is it not possible to correct the time for the ticket over the time accounting module.
4) What is your expectation/what do you want to achieve?
To have two types times for a ticket. The time to invoice and the absolute time without corrections.
If I can add to the note of a ticket a corrected time, then after the expired time to delete the note. Best case: It has a comment field for that.
“Original Time: 50 Minutes”
“Corrected Time: 15 Minutes”
Your Zammad environment:
Average concurrent agent count:
- 3
Average tickets a day:
- No statistic. To assume 10 per day.
What roles/people are involved:
- Support and Administration. Also account manager of the customers.