Assigning a call to somebody else

[alicepohl]

Can somebody explain the difference between bug tracker and cases?
We are an IT support company- calls come in and get logged; then technicians can assign themselves to a call or our IT manager will assign the call to a particular technician
It may happen that a technician works for an hour on the call but then needs to assign somebody else to the call who is more experienced .. the new assigned technician spends another hour on the call ... so in total 2 x hours for the call
Once call is closed, we can generate a job card for the client
How does one set this up?

[salesagility]

Use Cases. But you may need to look on SugarForge to find a timesheet module that will record hours against caases. There was one but I haven't looked for a while.