Time report based on specific activities

olek.kusmider

Hi.

I want to introduce in my organization time logging for Service requests and Incidents. I was thinking if there is a possibility to have some predefined actions, like for example: communication with the client, password resetting, specific application work, etc. that service desk agent could use and then put how much time the agent spent on activity. With that knowledge I could generate reports to see which activities take the most time for Agents, so maybe we could improve processes and implement some automations to help with it. 

Is there an option to create such thing?

Aron Gombas _Midori_

The built-in worklog feature is not sufficient for this, but the Tempo app can easily do this.

It supports adding custom attributes to worklogs. In your case, you could add a new attribute "Action" with the options "Communication with the client", "Password reset", etc. and select one when submitting the worklog.