Tracking time spend on support issues
Hi
Would it be possible to add a mechanism to enter time spent on each support issue - in an agency environment this would be really helpful...
Ryan
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1 Posted by Kyle Neath (Git... on 04 Apr, 2009 08:20 AM
Hey Ryan,
We've talked about this in passing, but it's not possible right now. What kind of time tracking solutions do you guys use right now? And how would you expect for us to help track time? (just time spent on page?)
2 Posted by Ryan on 06 Apr, 2009 05:06 PM
Hi Kyle
Well we don't at the moment, but we are looking for a way to log time spent on each support task so we can bill client.
Once we have developed an app typically we then swtich to maintenance mode and work on hourly support contracts for clients. We also often run a user support helpdesk for that app, again billed to client by the hour. So a mechanism to handle the support requests and log time spent would be ideal. The ability to add a time to each comment and have a total at the bottom of the thread would be great.
Ryan
3 Posted by rick on 06 Apr, 2009 05:16 PM
I'm not sure how well that would work. It'd have to track the time that you're on a discussion page, not just when comments are created. Also, email replies would be nearly impossible to track.
It is highly unlikely that we'll be building a time tracker into Tender, but having something tie into various solutions like Harvest or TT (our own inhouse OSS time tracker) isn't completely out of the question.
4 Posted by Ryan on 06 Apr, 2009 05:19 PM
Hi
I envisaged all time tracking being manual, not actual timers in Tender (e.g. user enters a value). But no problem, I was only asking a question. Its your app, you stick to your vision, if you add every request you get you'll end upp with a bloated monster. =) What you have is really good.
5 Posted by rick on 06 Apr, 2009 06:19 PM
Exactly :) Time tracking is another separate app, and there are already good tools out there.
We do plan to add some kind of reporting to Tender so you can see an overview of your site's support issue activity.
6 Posted by Ryan on 07 Apr, 2009 08:57 AM
Cheers Rick, we can work with that. I think this issues is resolved!
Ryan
7 Posted by Andy Slezak on 12 Apr, 2009 09:39 PM
Just as and FYI - we use Jira (made by attlassian). If you could add time spent (i.e. 1h on RIM-102) and passed the LDAP credentials. that would be most amazing..........
8 Posted by rick on 13 Apr, 2009 01:11 PM
You could just embed it into the title. When API support comes in, you'll be able to parse that out of issues and "pass on LDAP credentials". We'd like to do some service integration like that in the future through callbacks, but we'll need some eager volunteers to help us since we don't currently use Jira.
Andy: I'm resolving this issue. Please do open a new one if you want to discuss further. I just didn't want to bug Ryan about it. Thanks.
rick closed this discussion on 13 Apr, 2009 01:11 PM.