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KACE Product Support Question


Force work time on ticket?

12/27/2017 671 views
Hey guys,

Been racking my brain over this issue.  Has anyone out there successfully found a way to force support staff to enter work time on a ticket before closing it?  I don't care if it's some way of doing it on the front end or the back end through a ticket rule, has anyone figured it out?
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Comments

  • Work time? You mean.. you want them to enter the amount of hours the spent on that ticket?

    Maybe a Custom Field with the required option enabled ?
  • We've thought about that but that doesn't leave the ability to track multiple technicians time on a single ticket. Kace has the "work" tab where each ticket owner can input how much time they spent on the ticket, and a custom field would defeat that. We're just looking for a way to force technicians to enter time in that tab before closing the ticket.

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