enhancement Capture time spend - Shared Mailbox Raise/Apply to Request

[Martyn Houghton]

Linked to the post at the bottom of this one, can the Time Sheet option on the Shared Mailbox be enabled so that we can also record the time spent against raising new requests and applying updates from the shared mailbox on to Service Manager requests?

The options is there but does not seem to function or setup.

Cheers

Martyn

 

[Daniel Dekel]

@Martyn Houghton, the time you see is meant to be for displaying the time captured when and email is sent, therefore is read only. 

What you want is to enable setting time against an email that was received too? Is that correct?

Daniel.

[Martyn Houghton]

@Daniel Dekel

Yes that;s correct. We want the analyst to start the timer when they open the email and then the timer runs and inserts the time against the completion of logging of the new request or applying the update to an existing request.

In essence our 1st Tier team spend a significant amount of time administering emails relating to Service Manager requests in the mailbox and want this to be reflected both in their time sheets and the time associated to the requests.

Cheers

Martyn

[Daniel Dekel]

OK @Martyn Houghton, I'll share this post with the Service Manager Team as it will have to be implemented in that context. They will be able to help more...

See you in the next one ;-)

Daniel.

[Martyn Houghton]

@Daniel Dekel

Is there any update on having the ability to record time when raising and applying emails from the Shared Mailboxes to Service Manager?

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

No update at the moment.  There is on-going development with Timesheet Manager that will need completion before this is considered.  As there are endless places that one may want to capture time, it becomes a challenge to place the Timesheet Plug-in everywhere.  We are looking more at the use of the right hand popout panel with Timesheet Manager where it automatically associates a time entry with the entity from where the timing was started.  

Regards,

James

[Martyn Houghton]

@James Ainsworth

Perhaps the approach is to focus on an application area at a time to complete the implementation of Timesheet Manager integration rather than trying to add it in a wider piecemeal basis, focusing on the most used application areas in order, such as Service Manager Request life cycle?

Cheers

Martyn