Clean way to force users to enter Time Worked before the ticket can be resolved

Hi List,
I’m using RT as an IT Support system and i’m happy to report that this
works very well. I’d like to run a report at the end of each week/month
that would display the amount of time each employee spent working on
tickets. I need some way to ensure that the user enter the Time Worked
field for the report to be accurate. Is there a clean way to force users
to enter Time Worked before the ticket can be resolved.
Maybe a scrip that would work something like :
On Resolve
My perl isn’t the best so I’m not sure how you might go about doing this.
Any Ideas ?
Thanks in advance

Ian Clancy
IT Co-ordinator
Connaught Electronics Ltd.

Is there a clean way to force users
to enter Time Worked before the ticket can be resolved.

Instead of checking after the fact and re-opening the ticket, why not
prevent it from being resolved in the first place? I wrote up a wiki
page on how to use JavaScript to make a ticket’s subject be mandatory;
it could be easily adapted to make Time Worked mandatory on Resolve.
Details are at:

http://wiki.bestpractical.com/index.cgi?MandatorySubject

It’s not as intimidating as it looks. Maybe I’ll add to the page
explaining what each change does…

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

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