Time Manager

Time Manager

Radiant System

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Use Cases | Key features | User's Manual | Package installation | ConfigurationSystem requirementsRoadmap


    Use Cases

    The module is designed to visualize the accounted time by agents for executing work on tickets. You can get  additional options to analyze accounted time.


    Key features

      • Displaying the monthly time spent on all agents
      • Ability to filter time by queues, types of tickets, states, services, priorities, customers
      • Download reports in xls format
      • Ability to track the time in hours and minutes
      • Ability to choose the type of time - paid or unpaid

       


      User's Manual 

      Display of the monthly time spent on all agents

      To work with the Time Manager module, click the button with the same name in the agent portal (Figure 3.1)

       Figure 3.1. Menu section “Time Manager”

       

       When you click on the section a summary for the agents (the description is given below) is opened, as well as a block of actions to the left of the table (Description is given in Section 3.2. Actions).

      The data in the agent summary table (Figure 3.2) is formed by months, the month value can be changed using the arrows in the upper right corner of the table.

      Available table actions:

      • Viewing detailed information on the agent - to view, you must click on the name of the agent, this will open a page with detailed information on the agent’s working time (the description is given in Section 6.1.2. Viewing detailed information on the agent).

      Figure 3.2. Time Manager

       

      3.1.1. Detailed information about the agent

      The page with a detailed overview displays a calendar with a list of tickets for the days with which the agent worked during the month, as well as the spent time per day (Figure 3.3).

      Figure 3.3. Detailed information on the agent working  time


      At the bottom of the page a summary table with all tickets for the specified period on the selected agent is displayed (Figure 3.4). It contains the following columns:

      • ticket title
      • state
      • queue
      • owner
      • customer
      • spent time in hours

       

      Figure 3.4. Summary table on the agent

       

      Figure 3.5. Display of the message and working time on the ticket

      3.1.2. Ticket details 


      Figure 3.6

      3.1.3. Agent’s day view

      Figure 3.7

      3.2. Actions

      Figure 3.8

       

      3.2.1. Filtering

      The following filtering options are available in the filter block:

      • by queue
      • by type
      • by state
      • by priority
      • by customer

      After selecting the filter you must click the "Show" button to display the data in the table.

       

      3.2.2. Reports

      In the report block, agent reports are available for uploading. They can be generated using one of two filter options:

      • for the last period (year, quarter, month)
      • for a calendar year

      After selecting the period, you must click the Download button, this will download the report file in .xls format.


      The report uploads data on the full previous (completed) time intervals, that is, the current month / quarter / year will not be displayed in the report.


      3.3. Time tracking

      In the open ticket, select the “Interaction” section, sub-item “Note”. Fill in the required fields for notes and time information (Figure 3.9):

      • Time (hours, minutes)
      • Billable (“yes” or “no”)

       

      Figure 3.9

       


      Package installation

      Please use the following URL to install the package utilizing the Admin Interface (please note that you need to be in the "admin" group).

      http://your-server/otrs/index.pl?Action=AdminPackageManager 

      The steps for installing the package are described in the official OTRS instructions for the Administrator.

       


      Configuration

      The package can be configured via the System Configuration in the Admin Interface

      Ticket → Core :: Ticket :: Time

      The following configuration options are available:

      • TimeManagerRoleIDs
      • BillableCheckboxDefaultUnselect
      • OneTimeUnitsMaxHourValue
      • OneDayTimeUnitsMaxHours
      • ShowTimeWidgetOnTicketZoom
      • TicketLinkTypesForCounting

      5.1. TimeManagerRoleIDs

      This setting defines ID of users’ roles to which agent time editing is available as well as viewing.

      Field name

      Field description

       

      ID of user’s role роли пользователя, to which agent time editing is available as well as viewing.

      5.2. BillableCheckboxDefaultUnselect

      This setting determines the default value for the “Billable” checkbox on the ticket form.

      Название поля

      Описание поля

       

      Value set: “yes”, “no”.

      The default is yes.

      When choosing “yes”, “Billable” checkbox is equal to “yes” by default.

      5.3. OneTimeUnitsMaxHourValue

      This setting determines the maximum number of hours that an agent can set for one note (per twenty-four hours).

      Field name

      Field description

       

      The maximum number of hours that an agent can set for one note (per twenty-four hours). The default is 8.

      5.4. OneDayTimeUnitsMaxHours

      This setting determines the maximum number of hours that an agent can set for all notes (per twenty-four hours).

      Field name

      Field description

       

      The maximum number of hours that an agent can set for one note (per twenty-four hours). The default is 12.

      5.5. ShowTimeWidgetOnTicketZoom

      This setting determines the display of the widget to visualize the time spent by agents on the work in the ticket.

      Field name

      Field description

       

      Value set: “yes”, “no”.

      The default is yes.

      When you select the “yes” option in the ticket, a widget is displayed to visualize the time spent by agents on the ticket.

       

      5.6. TicketLinkTypesForCounting

      This setting defines the types of tasks to track the time spent on tickets.

      Field name

      Field description

       

      Type of tasks to track time spent on requests ("own", "linked", "total")

       

       


      System requirements

      Minimal requirements to hardware for OTRS:

      • Processor 3 GHz Xeon or comparable
      • RAM 8 GB RAM
      • Disk space 256 GB

      Software requirements:

      • OTRS Community Edition 6.0


        Roadmap