Include active ticket time entries in contract remaining hours before ticket resolution
At present, contract remaining hours are only reduced once a ticket is marked as completed or resolved.
This creates a planning and capacity issue for us managing multiple open tickets for the same customer. Time may already be actively logged against several tickets that are still in Pending or In Progress status, but the contract balance continues to show those hours as still available until closure.
As a result, the remaining hours shown can be misleading for operational planning and resource allocation. In scenarios where several tickets are resolved at the same time, the contract can suddenly move into over-usage, despite the work having been carried out gradually over time.
Please allow contract remaining hours to reflect all logged time entries immediately, regardless of ticket status (Open, Pending, In Progress, or Resolved).
Alternatively, a separate field such as “committed / logged unbilled hours” or “projected remaining hours” would also help accurately forecast contract usage before ticket closure.
This would significantly improve workload planning, prevent accidental contract overruns, and provide a more accurate real-time view of customer support hours.
Ryan Witts
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