Sunday, January 8, 2012

Use ITRP to Track Support Effort

To give IT managers another interesting trend to track, we have added the "Track support effort" feature. This feature can be switched on by the account owner in the Account Settings.

Track support effort optionBy activating this option, the Time spent field becomes available next to the Status field on the Request, Problem and Task forms. It allows specialists to enter the time they spent on their assignments.

Time spent fieldEvery time a specialist has filled out the Time spent field, a new support effort entry is added to the assignment. These entries are neatly presented in the Support Effort section of requests, problems and tasks.

Time spent fieldChanges also have a Support Effort section. When you open this section in a change, you'll get an overview of all the time people have spent on the tasks that are part of the change.