Time accountind on New Tickets - Is it possible


  • Used Zammad version: This is Zammad version 5.0.x
  • Used Zammad installation type: (source, package, docker-compose, …) package
  • Operating system: ubuntu
  • Browser + version: firefox 110

Expected behavior:

  • Add time when adding a new ticket

Actual behavior:

  • seems like you can’t account for time if its the initial creation

Steps to reproduce the behavior:

  • just oepn a new ticket hit update and you will not be asked for time unless you add a second line of text

I think I read this is normal behavior but its unclear - Is this normal and if so where can I vote to change this behavior ?

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It’s currently not possible, sorry. I moved the thread to “Feature requests”.

This could be solved if there was simply the possibility to use action “accounted time” in triggers.
We need this in many situations:

  • Creating a ticket by ourselves should add 5 Minutes
  • Answering a Mail should add 5 Minutes
  • I would like to be apple to send a mail from outlook to the ticket with a keyword like “++10m” to add 10 Minutes to the ticket without opening it. We already use this to close ticket by keyword “ticket-close” and a trigger that closes the ticket wenn an agent answers “ticket-close”. Ideal for Spam or self-solved Tickets.

We also need the accounted time value for overview.
We have overviews for Tickets that have to be billed.
Sometimes, we have set the self created field “billable=yes”, but the accounted time is zero.
Those tickets should not be visible in the “billable” overview.

So we just need time accounting in Triggers.

Shall I create a new feature request for being able to use time accounting in triggers?

Absolutely mixing up stuff is a bad idea and may lead to half of it being done if at all.

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