Time on Cases

[protrex]

I am modifying the "Cases" module to work in a help desk environment. When a user calls in techs will create new cases and fill them out with the appropriate information. When they have the ticket open I would like it if the system would automatically keep track of the amount of time the ticket is being worked on. When the call is closed out, the timer will stop. Also, can I customize the detail view to show the time created and time closed?

If this is not been done before, can someone point me in the direction of documentation in order to implement it myself. I am not an excellent programmer, but if someone points me in the right direction, I might be able to pull it off.

Thanks for your help guys.

-Jamie

[andopes]

Hi, Jamie.

You can do that using custom fields and logic hooks

You can create a custom field which stores the the elapsed time of ticket.
You can also create a logic_hook after_retrieve which refresh the elapsed time while the status is not closed.

You can find logic_hooks instructions at sugarwiki.

Cheers

[protrex]

Andre,

Thank you for the response, obviously I haven't scratched the surface of modifying the overall Sugar system. Is there any documentation which can help me figure out the basics of creating custom fields? Is it done via the module builder or do I have to delve down into the underlying PHP?

Thanks,
Jamie