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.
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That would be a needed feature but in the meantime I created a custom field that I manually specify the total time spent on the ticket. That does the job somehow but I need to bill these tickets and I have no way of doing that easily. So I created another field to keep inside there that exacly info: Billed: Yes / No / N/A. But now I have no way to filter the tickets based on my custom field. We need to be able to filter the tickets based on the CUSTOM FIELDS!!! My problem is
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