HI Yervand, The time tracking should have options to 1. Track minutes and hours (of course manually). This field should allow optionally to be displayed to the user who created the ticket side for client review purposes. 2. Every time spent to any session of a ticket, we should be able to record it to a field at the session level, in order to track the time spent at that session. 3. Another field at the ticket level should be available to summarize all the time spent on all the sessions. That should be automatically calculated based on the total time accumulated in all the sessions. I would leave this field unlocked, just in case someone needs to override that 4. Another field should be there available to keep track of additional hardware/software/etc used to the ticket that needs to be billed. 5. We also need a field named "Ticket Billed" that required for the accounting department. The accounting needs to know which tickets to bill and currently there is no way to isolate the billed tickets from the unbilled ones!!! An accountant goes to the Bulk Operation, select to filter for the closed tickets and then filter the unbilled ones, in order to go through them and bill them!!!!!! Regards, Peter T.
... View more
My company utilizes a hosted Exchange solution through a third party provider. So, I don't have a whole lot of control in the way of Exchange administration. I am attempting to navigate the Servicecamp settings to customize it for fitting my organizational needs and the only sticking point seems to be allowing for an existing email address (one that my end users are already very familiar with and that exists in our GAL and in our company literature as the point of contact for IT support) to open tickets in our service camp. Does anyone have any information they might share on pointing me in the correct direction? Summarized - I want to utilize an existing email address from a hosted Exchange environment for opening tickets in Servicecamp but cannot seem to figure out how to do so. Thank you for your time.
... View more