Time Recording

[Prathmesh Patel]

Hi, in support works, when resolving a call, there was a box to record, time taken. is there anything like this on Service Manager?

[Steven Boardman]

Hi @Prathmesh Patel

Time management on the Hornbill platform can be managed through our timesheet app.  Once installed alongside Service Manager, you can selectively choose where you want the option to record time on requests - for example just against the Resolution action, or against say the general update, email or other action options. 

On the Service Manager wiki page there is information on the Timesheet manager pluggin for Service Manager:

https://wiki.hornbill.com/index.php/Service_Manager

This will cover configuring and using the timesheet pluggin which will allow you to add the time capture to the Resolution action as below:

More info on the additional benefits of Timesheet Manager are detailed here:

https://wiki.hornbill.com/index.php/Timesheet_Manager

We also have a small planned development to add an optional time capture field to the resolution action instead of using Timesheet Manager app, but this is not scheduled, once this is available as an alternative option i will update this post.

Hope this helps

Steve

 

[Prathmesh Patel]

Thanks. I'll look into this.