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"Warning" when resolving a ticket without adding time entry

When a technician resolves a ticket and there is not added a time entry, it would be nice if Atera then prompts the technician with a popup asking "You're about to resolve a ticket, but there no time entry added?" and then two buttons saying "Yes, continue" or "Add time entry"

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Simon Buhl Jensen shared this idea  ·   ·  Report…  ·  Admin →
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  • Rob Williams commented  ·   ·  Report

    When marking a ticket as resolved it would be good to provide a customisable prompt to the technician, for example - Have you recorded a time entry for this ticket?

  • Tylan Ramach commented  ·   ·  Report

    Yes, I would like to see if there is time on a ticket without clicking time entries. Why not show time as a column on the default ticket view?

  • nadia commented  ·   ·  Report

    2. The ability to force a tech to add time to the ticket or the ticket cannot be closed.

  • Steven Chiang commented  ·   ·  Report

    Ticket timer not useful for us. I would like Atera to prompt tech to create a Time Entry in order to Close or Resolve a ticket to ensure that each ticket has time recorded against it.

  • abigael abigael commented  ·   ·  Report

    I don’t know if there can be a way to make sure no one closes a tickets without entering time entries. If time entries can be made a compulsory entry before a ticket is closed.

  • Tylan Ramach commented  ·   ·  Report

    I would think a warning would be great. Also, simple button to add +15m, +30m, +45m, 1hr, custom would be great with that warning. It just seems like having to add start and stop times is a harder way to do it. One other idea: show the total time on the ticket from the main tickets screen. Maybe at the end of the row where it shows the SLA info / status / tech / priority.

  • Ian Watson commented  ·   ·  Report

    If you are going to add this, make it optional as some companies don't do time based billing and it would just add something to click.

  • Brett McNerney commented  ·   ·  Report

    Yes yes and yes please this would make it so we can actually trust the time entries on tickets and track time against clients more accurately and also save a ton of time at the end of the month trying to track down techs or verify times are accurate and so on.

  • abigael abigael commented  ·   ·  Report

    It would also be valuable to set an alert to the assigned technician/manager if there were say more than 3 replies on a ticket but no time logged against the ticket – that could indicate a technician has forgotten to appropriately assign time/cost and needs a ‘reminder’ and possibly some re-training!