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kalmstrom.com FAQ – Folder HelpDesk


Category Folder HelpDesk

Type Features

Problem Minutes worked ‒ there are several ways to set it in Folder HelpDesk. Can you explain the difference between the methods?

Minutes worked ‒ there are several ways to set it in Folder HelpDesk. Can you explain the difference between the methods?

There are three was of defining Minutes worked, more or less exact:

  • The responsible for the ticket can add the number of minutes worked under Work Done tab in each ticket.

    Folder HelpDesk ticket
     
  • Under the Incident tab a default value for each Incident Type can be set.

    Settings screen

  • Under the Ticket form settings tab, a default value for minutes worked can be set for all cases. This default value is used only if the Minutes worked are not set by the Responsible under the ticket Work Done Tab when the ticket is closed and a value is not set under the Incident tab.

    Settings screen


When more than one value is set, Folder HelpDesk will take first the value specified by the responsible in the ticket.

If that value is not specified Folder HelpDesk will take the Incident Type value.

If that value is not specified Folder HelpDesk will take the value set in the Ticket form settings.

If the checkbox under the Ticket form settings tab is not checked and the minutes for the specified Incident are not set, the user will be required to add the number of minutes worked before it is possible to close the ticket.
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