Time Worked reverting to Zero

RT Users
1

I am using RT version 3.0.10.
I got a call from one of our techs saying that their “time worked” was
showing 0 even though they entered that they had worked 15 minutes on a
ticket. After doing a little digging, here is the pattern:

  1. If the tech tries to update the “Time Worked” from the “Basics” ticket
    property, the time will not be added.
  2. If the tech tries to add time worked from the Comment interface, it
    will take the time worked and add it to the total but ONLY if they enter
    some text in the message body section.

I am giving them a workaround for now, but does anyone have any idea why
this is happening?
Thanks!

2
  1. If the tech tries to update the “Time Worked” from the “Basics” ticket
    property, the time will not be added.

That’s the total time worked, not the per-update time.

  1. If the tech tries to add time worked from the Comment interface, it
    will take the time worked and add it to the total but ONLY if they enter
    some text in the message body section.

IIRC, a known bug with a patch in queue.