Since ACMP 4.0.4, the Helpdesk has an integrated system for tracking time and cost. This makes it possible to record the total time required to solve a ticket as well as the time required for the individual work steps. It is also possible to track other additional costs.
Time tracking
Cost accounting
You can adjust the setting for time tracking in Helpdesk -> Configuration -> Make time tracking. Here you can disable time tracking as well. If the "default if time tracking is enabled" checkbox is enabled, a dialog automatically opens if a comment is added to record the working time. The comment serves simultaneously as a description of the work.
Information on working time
When you add Working time, you can specify the start and end time as well as the duration. The start of the input in to the comment box is automatically recorded as the start time. If you change the start time, the duration is recalculated by reference to the end time. If the duration is changed, the start time changes. If you change the end time, the duration is recalculated according to the start time. In addition to the time information, you can add a description to describe the processed work process. The assignee can be changed by clicking on the corresponding icon.
Information on additional costs
Under "Additional costs" it is possible to specify further costs, other than time spent. It is possible to list the costs in different categories. By specifying a unit price and a quantity, the total costs will be calculated automatically. Again, a brief description can be added here to store other information.
All information can also be retrieved with a query. For more information, see Create a query. In addition, the total amounts can be used as a criterion in the Escalations .
Last change on 10.03.2014