Hi,
I am looking for a way to get Time Tracking App data for tickets through your api:s. Is it correctly understood that time_spent in ticket audits > metadata > custom is Time Tracking App data?
Thanks in advance,
Lisa
Get Time Tracking App data from api
Hi Eric,
Thanks for your answer.
Yes, that was what I was referring to.
I actually realized Time tracking app data is saved in a ticket field in my case, so I have found a way to collect it through the Tickets endpoint.
/Lisa
Hi Qin! We don't capture handle time in our APIs, so this would not be possible. This is only provided through the context of this particular app.
I have another question:
In some tickets, agents only selected tags etc without replying users, there was no time recorded. Is it one bug or it meets design function?
Hi Qin,
If an agent manually adds a tag and then submits the ticket, the time tracking window should pop-up, depending on how you've configured the app's settings. If another app/trigger/webhook/etc. updates the ticket directly with a tag, it will be there regardless of whether or not the agent submits an update, so it won't be tied to that. If you have examples of agents manually adding tags to your tickets, submitting the update, and the time not being tracked, please reach out to our Advocacy team for further assistance.
If an agent manually adds a tag and then submits the ticket, the time tracking window should pop-up, depending on how you've configured the app's settings. If another app/trigger/webhook/etc. updates the ticket directly with a tag, it will be there regardless of whether or not the agent submits an update, so it won't be tied to that. If you have examples of agents manually adding tags to your tickets, submitting the update, and the time not being tracked, please reach out to our Advocacy team for further assistance.
Hi,
How can I get the details of worklog with API?
In the ticket response I only see the total and last value.
Is there a way to get this data? At the end I would like to have data like ticketid;userid;date;timespent as we have to inject it in another customer billing app.
Hi Fabien! This data is not available through our APIs and the app handles the calculations on its own. It is based on the Ticket Metrics API so if you'd like to build out this functionality in another app, you can use that to control the calculations in there yourself.
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
I'm assuming you're referring to the example shown here? I've done a quick review of the app's the source code and from what I see I don't think it has anything to do with the time tracking app. As far as I can tell this is just an example of custom information that you could pass in if you'd like. If you'd like to do stuff with information captured by the time tracking app, check out some of the resources I've linked below:
Time tracking metrics you should be measuring.
Ticket Metrics endpoints
Thanks!