Looking for an extension for keeping track of time on worked tickets

RT Users
1

Hi Everyone,

My management wants the capability of having a running time capability
for tickets that are opened and have the time from not accumulating when
the ticket is in the stalled state. Has someone developed a utility
which can keep track of a ticket’s running time so when a user view the
ticket, they can see how much time has elapsed since the ticket has been
opened. Ideally, it would be nice to see this information displayed in
the “Time Worked” field.

The end result of this would be that reports can be generating showing
the actual time it took someone to work on a ticket. I have the
RTx::Statistics package, but these reports based the amount of time from
when the ticket was created to the time it was closed, without taking
into account the amount of time the ticket was in stalled state.

Any ideas or code snippets would be most welcome.

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.com

2

Attached is a draft of something like this we did for a customer.

I can’t promise that it still works, but it likely needs only a
little work to be made to go.

Patches welcome. (And if I get some success reports, i’ll publish it)

-j

On Dec 15, 2006, at 3:24 PM, Nick Metrowsky wrote:

Hi Everyone,

My management wants the capability of having a running time
capability for tickets that are opened and have the time from not
accumulating when the ticket is in the stalled state. Has someone
developed a utility which can keep track of a ticket’s running
time so when a user view the ticket, they can see how much time has
elapsed since the ticket has been opened. Ideally, it would be nice
to see this information displayed in the “Time Worked” field.

The end result of this would be that reports can be generating
showing the actual time it took someone to work on a ticket. I have
the RTx::Statistics package, but these reports based the amount of
time from when the ticket was created to the time it was closed,
without taking into account the amount of time the ticket was in
stalled state.

Any ideas or code snippets would be most welcome.

Nick

Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky@digitalglobe.com
DigitalGlobe ®, An Imaging and Information Company
http://www.digitalglobe.com

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RT-Extension-TimedWork-0.3.tar.gz (22.1 KB)

smime.p7s (2.44 KB)

3

Jesse (and others), sorry for lame question, but how can i show some
kind of report?

I have 3.6.1.

I found another reporting code:

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

It seems to going fine, except date input. I tried ISO (yyyy-mm-dd) and
some others and it still shows same data. Also time in hours (not
minutes) would be better.

Thx.

J.

Jesse Vincent wrote: