OTRS Tip and Trick

I love using the internet for research!

I use the OTRS open source ticket system to manage IT projects including help desk requests. Today a tech put in the wrong amount of time. Instead of 0.50 hours, it was entered as 50 hours. How to change it? There’s no place to correct that time. Any additional comments add to that time rather than editing it.

I found the solution on otrs.org

There’s the solution! Enter a new note or comments with a negative time.

For example, with it reporting 50 hours, enter a ticket with the time as -49.5. It will do the math and report the time as 0.50.

Problem solved.


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s