Report Tickets per user

[krs]

Hello!

We are using HESK for a while now and it's a great software for our purposes. We use it in a school with about 750 pupils, 80 teachers and about 350 computers. We are 2 part-time admins, so we configured HESK this way with two users, say A and B.

After a few days of using HESK we created a report "tickets by user" to see the distribution of the worked time. And had to realise following: if a ticket is assigned to user A, but user B is helping out and put down a response (with the time worked), this amount of time is added up to user A instead of B.

Unfortunately this happens very often at our business (we are a school with approx. 750 pupils, 80 teachers and over 350 PCs - my colleague is with us just one day a week, and I get paid 5 hours a week - so we often have to help out each other).

So I looked up the table definitions and determined, that the "time worked" is directly summed up in the "tickets"-table, so that the report we would need is basically not possible.

Now I understand that saving the "time worked" in the "replies"-table would be a major change - which supposedly doesn'nt by just for us. But is there any other solution I don't see?

Kind regards, Stefan, Austria

[Klemen]

You are correct, the time worked is summed per ticket, not per response.

As you have predicted, the only way to run better reports would be to save time worked per reply and assign it to the correct user per reply, not entire ticket.

Unfortunately this is not planned at the moment. It is one of the trade-offs between functionality and trying to keep HESK as simple and light-weight as possible.

[krs]

What a pity! Thanks a lot for your reply to confirm my thougths. By the way, I'm really appreciating the goal to keep HESK as simple but powerful as possible!

Thanks! Stefan