IT Operations are built on metrics and these metrics are important to understanding how much time an service desk user might be spending on a ticket.
I would like to see better enhancements to the time tracking ability. The built in time tracking (first response, closure) are all well and good, but there is a certain amount of time a user spends on a portion of their tasks to complete and resolve a ticket that aren't captured by the built in processes.
In the COMMENTS field, it would be great to have a time value area in there where a service desk user can add time (.5, :30, etc.) for working on a ticket (with that particular response, action).
There could be several of these that then get tallied into the total time of the ticket, as well as attributed to each person who entered in the comment or updated the ticket with a reply. That way if several different people had been working on the ticket, they would all get time added to their 'time spent' calculation.
Then on Ticket Resolved - because a ticket could be worked on with no commentary and the RESOLUTION pop-up that happens could contain the solution, workaround, or whatever - there should also be a window to enter TIME there. That could also be added into the total time on the ticket, as well as added to the person who RESOLVED the ticket's total time worked
