How to capture work done on field issues (non-productive but for a sp. product)

Hi

We are facing a new need: Our resources (especially developers) need to analyze the problems faced by the customers and provide solutions. The time spent on such jobs is not captured in the Project Management System.

But most of these issues come with a high-priority status, so the resource must finish the task even at the cost of his ongoing jobs. As a result, his ongoing projects may be delayed.

Since such issues crop up without warning, I have a hunch that the treatment calls for a ticket.

All issues are related to a specific product variant.
We have a master list of such product variants, but it is not entered in the ProjeQtor database.

What are the best options to capture such effort?

Here are some of the deliverables:

1. Get MIS about the turn-around time for each issue (how fast the tickets are closed).
2. MIS for each resource's time spent (whether on current development or field-support).
3. MIS about which product has most frequent problems, which product/modules is the hardest to repair, etc.