Agent Time Tracker

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The Agent Time Tracker is a Canvas application that adds a time tracker to cases. It allows you to start and stop the timer with background updates every minute.

I. Deploy the Application

First, install this application by deploying the source code to your Heroku account. To deploy your application, simply click this button:


II. Create the Integration URL

Now that you have the application on Heroku, go ahead and create the integration URL.

  1. In the Name field, add a title for the this application. In this example, we’ll you use 'Time Tracker'.

  2. The Description field, though optional, is a way to give a general description of the integration URL.

  3. Select 'Canvas iFrame' from the Open Location dropdown.

  4. In the URL field, add the URL and specify the field parameter otherwise it will generate an error. Note: autostart and value are also viable options.

  5. Toggle the Enabled button to 'Yes' and select the Permission level.

  6. Click the Update button.

Options specified via URL

  • field custom field key to use for updates.
  • value current value of the field
  • autostart start the ticker automatically as soon as it's loaded

Integration URL

III. Add it to your Case Layout

Now display the canvas application on your Case Layout.

  1. Go to Cases >> Next Gen Case Layouts

  2. Find the Time Tracker canvas application in the Integrations section on the right side of the screen.

  3. Drag and Drop the application in your case layout.

  4. Scroll over the left side of the 'Time Tracker' bar and click on the gear to open the Edit window. Adjust the pixel Height (e.g., 33) and Position, the order in which it appears in Case Details on the dashboard. Click Save.

Case Layout

IV. Dashboard Confirmation

After you have added the canvas application to your layout and selected users, open a ticket and you should see the Time Tracker under Case Details.

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