Few simple questions

RT Users
1

Hello Everyone,

I’m just starting to use RT and its awesome!

Have a few simple questions hopefully someone can quickly answer…?

  1. Can you have a request belonging to multiple owners? Often more than one
    tech handles a call and both spend say an hour each on the call, how does
    everybody get around this/do it? Is it easily possible?

  2. Is there away to pull up a report on amount of “hours worked” on a queue or
    by an owner? At the moment I don’t see it, i think that would be nice because
    comparing amount of tickets done by owner is one thing but time spend would
    be another.

  3. Last question, is there away or field to specify your working hours. EG
    MTWTF 08:00 - 17:00 so when you pull reports etc the customer can see you
    responding within 2 working hours rather than it appearing like 50 hours just
    because the ticket was logged at 16:00 on Friday afternoon and only resolved
    on Monday morning.

Any ideas on this stuff?

Awesome stuff! :slight_smile:
Divan Santana

Skype: DivanSantana
Gtalk/MSN: Divan.Santana@GMail.com

Love God, Love People, Love Life!

2

Hello Everyone,

I’m just starting to use RT and its awesome!

Have a few simple questions hopefully someone can quickly answer…?

  1. Can you have a request belonging to multiple owners? Often more than one
    tech handles a call and both spend say an hour each on the call, how does
    everybody get around this/do it? Is it easily possible?

  2. Is there away to pull up a report on amount of “hours worked” on a queue or
    by an owner? At the moment I don’t see it, i think that would be nice because
    comparing amount of tickets done by owner is one thing but time spend would
    be another.

  3. Last question, is there away or field to specify your working hours. EG
    MTWTF 08:00 - 17:00 so when you pull reports etc the customer can see you
    responding within 2 working hours rather than it appearing like 50 hours just
    because the ticket was logged at 16:00 on Friday afternoon and only resolved
    on Monday morning.

Any ideas on this stuff?

Awesome stuff! :slight_smile:
Divan Santana

Skype: DivanSantana
Gtalk/MSN: Divan.Santana@GMail.com

Love God, Love People, Love Life!

3

Hello Everyone,

I’m just starting to use RT and its awesome!

Have a few simple questions hopefully someone can quickly answer…?

  1. Can you have a request belonging to multiple owners? Often more than one
    tech handles a call and both spend say an hour each on the call, how does
    everybody get around this/do it? Is it easily possible?

  2. Is there away to pull up a report on amount of “hours worked” on a queue or
    by an owner? At the moment I don’t see it, i think that would be nice because
    comparing amount of tickets done by owner is one thing but time spend would
    be another.

  3. Last question, is there away or field to specify your working hours. EG
    MTWTF 08:00 - 17:00 so when you pull reports etc the customer can see you
    responding within 2 working hours rather than it appearing like 50 hours just
    because the ticket was logged at 16:00 on Friday afternoon and only resolved
    on Monday morning.

Any ideas on this stuff?

Awesome stuff! :slight_smile:
Divan Santana

Skype: DivanSantana
Gtalk/MSN: Divan.Santana@GMail.com

Love God, Love People, Love Life!