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Former Member

Service Request & Time administration integration

Hi,

We are using Service Desk functionality for handling our customer support tickets through service requests, and we would like to achieve that our consultants were able to record their working time against service requests, since we need to report to the end customer the hours worked in the resolution of the tickets. Additionally, the consultants could be also assigned to projects where they are already recording times against them, so we need to have visibility of how many hours were worked in project and how many in support activities

We explored the option of using projects functionality instead of Service Desk, creating additional projects tasks as new incidents are reported. however it means to lose all the good functionality for tickets handling available in the Service Requests

Any suggestion?

Fernando

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  • Hello Fernando,

    The project does not support service ticket, therefore it hard to integrate the project and ticket within the current functionalities.

    Thanks,

    Adie

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