At present a technician has to manually record the time expended on a ticket even though there is a timer running. This can lead to incorrect time being reported since a technician has the ability to record more or less time than actually expended. It also relies upon the technician remembering to keep an accurate record or to make an accurate assessment of time expended.

 

So, IMO, when a ticket is set to Resolved, the time as measured by the timer should be entered into the techncian's work log.

 

This will help to produce more accurate records and better evaluation of whether or not KPIs are being met.