we have been using RT for quite a while now and are very happy with it. Our
current production server runs 4.0.6 from the Ubuntu 12.10 repositories.
We intend to use our own implementation of a TimeWorkedReport, that happens
to use the same procedure described in
http://requesttracker.wikia.com/wiki/TimeWorkedReport, i.e. based on the
transactions for each ticket. Unfortunately this part of the implementation
strategy does not work:
- Was this transaction entered by the user RT_System? If so, it is the
of a merge operation. Don’t count this time and skip to the next
(The time will be captured elsewhere, under the original user that entered
if it originally occurred in this time period of interest).
For both the SetLink MergedInto transactions and the SetField TimeWorked
transactions the Creator is the user that made the merge, not RT_SYSTEM. My
question now is: was this behavior changed before or after version 4.0.6? I
could not find a reference to it in the available release notes. Right now
there is no way to automatically ignore the transactions that come with a
merge as they cannot be identified as such. This unfortunately means that
the report can change retroactively and some TimeWorked could be counted
Thank you very much for your answers.
I am looking forward to hearing from you.
Zarafa Certified Engineer
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