"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"
Simon Buhl Jensen
shared this idea
Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Rob Williams
commented
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?
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Tylan Ramach
commented
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?
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nadia
commented
2. The ability to force a tech to add time to the ticket or the ticket cannot be closed.
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Jogchum van Bochove
commented
This would be great! Less room for 'error' for the engineers!
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Spencer Chandler
commented
We could really use this as well! Great idea!
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Steven Chiang
commented
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.
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abigael abigael
commented
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.
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Tylan Ramach
commented
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.
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Ian Watson
commented
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.
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Brett McNerney
commented
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.
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abigael abigael
commented
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!