Time accounting doesn't work as expected

Technical assistance
1

Hello,

recently, we installed zammad. We implemented many features without problems. But time accounting doesn’t work as expected. I would appreciate it being helped.

  • Used Zammad version: 7.0.1-76f4f915.docker
  • Used Zammad installation type: docker-compose
  • Operating system: LTS 24.04
  • Browser + version: Version 148.0.3967.70

Expected behavior:

We activated the zammad time accounting settings and configured just a simple rule to track the time as soon as a ticket is closed.

Actual behavior:

This setting doesn’t have any impact. There doesn’t appear any request to track the time.

Steps to reproduce the behavior:

  1. Activation time accounting
  2. Settings - Solution just changed

Thanks in advance!

2

If I would have to guess: You’re closing the ticket without adding an article to it. Time tracking triggers only if you’re adding an article, like a note for example.

This is also mentioned in the documentation

2 Likes
3

I tried it and you’re right.

I created a custom solution field that needs to be filled in as soon as a ticket is closed. Whenever an agent changes the ticket status to “closed” the time accounting should appear without adding any article / note. But let me study the documenation. :slight_smile:

thanks

4

The time accounting as of now requies the article to be added. This is not optional and you cannot workaround it.