In my orgonization , a sungle support cases can be handled by multple people,like tier1, tier2 , engineerin support etc. I would to get an idea on how much time each people spend on each cases. The idea i am thinking is when ever a CSR update the case comment they should be entering the time spent and the type of  the task he/she did. This way for the same case I will have a history of the time spend. Thus I can get the exact time.

 

I created a master detail relation ship for tracking this. The problem is that I cannot attach that to the case comment, because case comments are not customizable. Ideally I want to make mandatory when they enter case comments.

 

Any one colved this problem. One idea I have is to use s-control to popup this time spend dialog when people enter case comments and update the case with that information. I do not have any experience in writing s-control.

 

Any clues how to write this? Any one better idea?