Time tracking is a great feature, but it would be nice if we could add time to an incident on someone else's behalf. Kind of like the way that you can assign a task to someone. Just allow the user to add time to an incident for someone else. This also solves the issue where you have a person that is not an agent, maybe a contractor, that has spent time on an incident and you want to capture their efforts. You can assign a task to them, but they do not have direct access to the incident to add their effort.
Another option, (possibly preferred) would be to allow effort to be captured on a task and then roll it up in the incident's overall track time function. This may be a more elegant solution.
|What problem will this feature solve?:|
Not everyone has access to update an incident. Also, this allows the main agent assigned to an incident to add time to the incident they own on another's behalf which will save time and make sure that effort is captured prior to resolution or closure of the incident. At this point, if you resolve or close an incident, time cannot be added to it.