Billing for RT customer service

RT Users
1

Hi all,

We use RT to perform customer service for our client. RT doesn’t
really have a good way for us to get the numbers we need to bill our
clients. It’s easy to get the number of tickets handled, but getting
the number of emails sent external (to consumers) during a given time
period seems to be pretty difficult (and I have a fair amount of
experience with the RT API).

Any advice on getting this data? Thanks!

-Todd

2

RT::Extension::ActivityReports will get you get a list of all of the messages
exchanged.

Cambridge Energy Alliance: Save money. Save the planet.

3

Hi Todd,

We’ve taken to reporting against the RT database directly.
We use custom fields to track the customer, project, billing
status, invoice number, etc. Works well.

Good luck,

Andy

Todd Chapman wrote:

Hi all,

We use RT to perform customer service for our client. RT doesn’t
really have a good way for us to get the numbers we need to bill our
clients. It’s easy to get the number of tickets handled, but getting
the number of emails sent external (to consumers) during a given time
period seems to be pretty difficult (and I have a fair amount of
experience with the RT API).

Any advice on getting this data? Thanks!

-Todd

xforty technologies
Andrew Libby
alibby@xforty.com

4

Hi all,

We use RT to perform customer service for our client. RT doesn’t
really have a good way for us to get the numbers we need to bill our
clients. It’s easy to get the number of tickets handled, but getting
the number of emails sent external (to consumers) during a given time
period seems to be pretty difficult (and I have a fair amount of
experience with the RT API).

You’d probably need to iterate over transactions to get this right.

I’d start with an RT::Transactions collection, limit it down as best you
can by date and then filter using IsInbound. You could go further and
join the Transaction creator to GroupMembers to make sure you find only
things created by Unprivileged.

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