Folder HelpDesk Minutes Worked

Minutes worked: there are several ways to set it in Folder HelpDesk. Can you explain the difference between the methods?

There are three was of defining Minutes worked, more or less exact:

1. The responsible for the ticket can add the number of minutes worked under Work Done tab in each ticket.

2. Under the Incident tab a default value for each Incident Type can be set.

3. Under the Ticket form settings tab, a default value for minutes worked can be set for all cases. This default value is used only if the Minutes worked are not set by the Responsible under the ticket Work Done Tab when the ticket is closed and a value is not set under the Incident tab.