Ladies & Gents,
One of my customers is currently using RT and loving it, but they are
running into a problem and are looking for a better way to handle a process:
They currently keep each division in it’s own queue and then they use an
internal billing policy to ‘charge back’ the costs of IT on a per ticket
basis. Right now they do this by opening each resolved ticket in a time
period and writing down the division name, the time spent on the ticket by
each helpdesk staff member (different rates), and the resolved date. This
is obviously pretty time consuming… Is there a better way to do this?
What is the best way to get RT to give out a report that looks like this.
Please keep in mind I while I have a good conceptual idea of what RT is
doing under the hood and I have done some customization of it, answers
that involve “write a perl script to do this” will be met with a blank
stare…
Ideas?
Fred
Fred Purdue
New Opportunities, Inc.
232 N. Elm St
Waterbury, CT 06702
FPurdue@NewOpportunitiesInc.org
P: 203.575.9799 x259
C: 203.887.5150
Ladies & Gents,
One of my customers is currently using RT and loving it, but they are
running into a problem and are looking for a better way to handle a
process:
They currently keep each division in it’s own queue and then they use
an internal billing policy to ‘charge back’ the costs of IT on a per
ticket basis. Right now they do this by opening each resolved ticket
in a time period and writing down the division name, the time spent on
the ticket by each helpdesk staff member (different rates), and the
resolved date. This is obviously pretty time consuming… Is there a
better way to do this? What is the best way to get RT to give out a
report that looks like this.
Have you looked at RT’s schema? You might have some luck building a few
SQL queries to generate these types of totals rather than messing with
RT
too much.
Adrian
Please keep in mind I while I have a good conceptual idea of what RT is
doing under the hood and I have done some customization of it, answers
that involve “write a perl script to do this” will be met with a blank
stare…
Considering the amount of money you’re probably losing in wages while
people write this out by hand, “contract with Best Practical for this”
might be a worthwhile idea.
-Rich
Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | Save The Pacific Northwest Tree Octopus
rich@lafferty.ca -----------±----------------------------------------------