Q: Can I track time worked on tickets in RT?

Answer

Yes. RT lets you track time estimated and time worked as well as time left. You can also track the date started and due date. You can then search for and report on tickets based on any of these criteria.

From a Ticket display, click Basics to record Time Estimated, Time Worked or Time Left. Click Dates to record Date Started and Due date.

Advanced:

You can also record time worked for each individual comment or correspondence on a ticket. This is done on the Update Ticket screens, which you get to by using the Reply, Resolve, or Comment links on the ticket display screen.

The Update Ticket screen has a text entry box labeled Worked: ... minutes near the top of the page. You can enter time spent on each transaction there, and RT will automatically add up these individual times and display the total in the Basics section under Time Worked.

Note that if you manually enter a time into the Time Worked field in the Basics section, this will overwrite the automatically calculated total in the display. The individual times worked will still be shown for each history entry.