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Costs x Hours expended on each tickets

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Posted on by RenatoPereira

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Hi,

I'm new with Dyn365 and we need set a value for each hour expended to resolve tickets?

Is there a way to set date time to start and to end for each interact session?

We need bill customers for each support session based on time (support contract of 10 hours - for example) reviewing on a report at end of month that customers 'x' has 30 tickets which summarizes 30h of works.

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Entitlements / Service Level Agreements (SLA)

Unified Service Desk

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RenatoPereira 230 on at

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RE: Costs x Hours expended on each tickets

Hi @David Jennaway,

tks for quick reply, could told us if there is an internal "timer control" or should we use some external plug-in?
David Jennaway 14,065 on at

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RE: Costs x Hours expended on each tickets

There are 3 main ways to record the time spent on a ticket:

1. Use the Billable Time field that a user manually sets when they resolve the case

2. Use the total time field, which is summed from the duration of the activities on the case

3. Use a timer control to track the actual time

I think the main consideration is whether the duration for each 'interact session' is the same as the time that a form is open in CRM. If so, then using a timer control may work, otherwise you'll probably have to go for the first option