Title: Time accounting export: link entries to the specific article/action
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What is your original issue/pain point you want to solve?
Our time accounting export (Admin → Time Accounting → Time Accounting Entries) lists every booking with the ticket’s static title, but not which article/action within the ticket the time was actually booked for. With several bookings per ticket, we can’t reconstruct afterwards which specific action took how long. -
Which are one or two concrete situations where this problem hurts the most?
Tickets with multiple time bookings across different articles (e.g. remote diagnosis, on-site visit, follow-up phone call). When creating transparent, itemized invoices for customers, we can’t show which booked time belongs to which action - only a total per ticket. -
Why is it not solvable with the Zammad standard?
Activity Types (Admin → Time Accounting → Activity Types) only offer broad categories (we use “internal” / “billable”), not a reference to the actual article/action. There’s no field in the export connecting a time entry to its article. -
What is your expectation/what do you want to achieve?
Each row in the time accounting export should reference the related article - e.g. article ID, article subject, or a short text excerpt - so we can trace exactly which action a booking belongs to, for accurate and transparent customer billing.
Your Zammad environment:
- Average concurrent agent count: ~10
- Average tickets a day: [trag deine ungefähre Zahl ein]
- What roles/people are involved: IT support agents (2)