Time Tracking on First-Touch Resolution Tickets

Idea created by ryan.stewart@cpscpa.com on Dec 7, 2016
    Long term plan
    Score40
    • Tony Law
    • Josh Mills
    • chrisvaughan@augustana.edu
    • Khairul Nizam Bin Kamdani
    • Gustavo Trujillo
    • Mara McCrary
    • ryan.stewart@cpscpa.com
    • Cody DeVecht

    When an employee calls and I create a ticket to handle the incident, if I'm able to immediately solve the problem I change the status to closed (only option available) and complete the resolution field all on the first touch. However, the time tracking module doesn't appear until the incident is actually created, so I have to go back and search for that now closed ticket to add my time to it.

     

    If I leave the incident as open, and then go back into it to enter my time, it doesn't count as a first touch resolution in my benchmarks.

     

    I would love to see the time tracking feature added to newly created incidents. Thanks!

    What problem will this feature solve?: