nobody ?
You'd have to change the definition. That time is just the time
between when the ticket was opened and now. You could probably
change the calculation in the code, but I believe the intention in
this case is to just administer the time spent on a ticket in the
textbox that is available for this purpose.
Oups i don't answer to your question, sorry
No we administer the time spent with "Accounted time" where there are
actions on a ticket.
I want this to reports if all agent work great and if the SLAs are
respected
Regards,
Damien BASTIE
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