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Any suggestions on capturing time & material duration of activities for a chargeback?
My report will end up in Excel, but I was wondering how you would capture the Time and Material duration for a chargeback. Some are single instances T&M, but some require initial troubleshooting, then once the problem is discovered, the activity stops until the FRU is received then the activity resumes.
I believe our ticketing system has a counter on it that when the incident is open the timer ticks away, and when the ticket is saved and closed the timer stops. Asking the tech to open and close an incident ticket each time he or she is engaged in a break fix sounds like it could hinder productivity.
Any suggestions would be greatly appreciated.
I believe our ticketing system has a counter on it that when the incident is open the timer ticks away, and when the ticket is saved and closed the timer stops. Asking the tech to open and close an incident ticket each time he or she is engaged in a break fix sounds like it could hinder productivity.
Any suggestions would be greatly appreciated.