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
New Opportunities, Inc.
232 N. Elm St
Waterbury, CT 06702
P: 203.575.9799 x259