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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