MAndatory CF per post

RT Users
1

Hi all,

Is there a way to enter CF values in each individual post made to a
ticket? What I am trying to achieve is a way of logging how much time an
engineer spends working on each part of a request. The time worked field
is no good to us as we want something that is updated dynamically from
each post, so the managers can view the total time worked on a ticket
and the time worked on each individual post. Is this at all possible?

Regards, Jim

2

Jim,

How would RT know how much time that was? If the user is working on the
program or problem or design or just thinking about the problem, he won’t be
in RT hitting “enter” for every minute he is thinking on a ticket and there
is no time clock going off to determine how much time the person is spending
doing that task. RT will only know of the time the guy signs on, starts a
transaction and completes a transaction. You could design a time clock for a
ticket and have procedures that require (I don’t know how you would *monitor

  • anyone following such procedure) a person enter a “check-in” time for a
    ticket and then a “check-out” time. But that just may be trying to put too
    fine a granularity on the issue. Somewhere down the line, you have to just
    trust the guy when he says he worked 20 hours on something. Just my opinion,
    of course.

Kenn
LBNLOn Tue, Aug 3, 2010 at 3:45 AM, Jim Tambling Jim.Tambling@datatote.co.ukwrote:

Hi all,

Is there a way to enter CF values in each individual post made to a ticket?
What I am trying to achieve is a way of logging how much time an engineer
spends working on each part of a request. The time worked field is no good
to us as we want something that is updated dynamically from each post, so
the managers can view the total time worked on a ticket and the time worked
on each individual post. Is this at all possible?

Regards, Jim

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

3

Kenn,

I might not have explained it properly. I want a field that the user can
fill in with how much time they worked on that portion of the ticket, I
am trusting them to enter the correct data. The TimeWorked field is very
easy to overwrite so I want a per-post entry with a total displayed in
the ticket summary. Maybe it is possible to do something like that? The
‘time worked’ value would ideally be a mandatory field in each post.

Regards, JimFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 03 August 2010 16:33
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] MAndatory CF per post

Jim,

How would RT know how much time that was? If the user is working on the
program or problem or design or just thinking about the problem, he
won’t be
in RT hitting “enter” for every minute he is thinking on a ticket and
there
is no time clock going off to determine how much time the person is
spending
doing that task. RT will only know of the time the guy signs on, starts
a
transaction and completes a transaction. You could design a time clock
for a
ticket and have procedures that require (I don’t know how you would
*monitor

  • anyone following such procedure) a person enter a “check-in” time for
    a
    ticket and then a “check-out” time. But that just may be trying to put
    too
    fine a granularity on the issue. Somewhere down the line, you have to
    just
    trust the guy when he says he worked 20 hours on something. Just my
    opinion,
    of course.

Kenn
LBNL

Hi all,

Is there a way to enter CF values in each individual post made to a
ticket?
What I am trying to achieve is a way of logging how much time an
engineer
spends working on each part of a request. The time worked field is no
good
to us as we want something that is updated dynamically from each post,
so
the managers can view the total time worked on a ticket and the time
worked
on each individual post. Is this at all possible?

Regards, Jim

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 9.0.851 / Virus Database: 271.1.1/3046 - Release Date: 08/02/10
18:59:00

4

Jim,

RT has a tool called “My Day” and it adds the value entered to TimeWorked.
It lists all “new” and “open” tickets “owned” by the user. That works for us
because we don’t let anyone modify a Ticket unless they are the owner.
Perhaps a procedure where an “owner” keeps adding their “time worked” until
they are done and then they trigger a notice to the team or whoever might do
the next step and then that person/someone on team can “Steal” it or
alternatively, the previous owner can “give” it to the next owner and
then they do their work, also using “My Day” to enter their time. The
Problem would be getting one persons time separated from another. Perhaps a
scrip that put one owners time in a CF when triggered by changing owners.
That same scrip could zero out “Time Worked”. Then when the ticket is
“resolved” (or whatever the next step is), another scrip tally’s up the time
in each CF “Time by Owner” and re-sets the TimeWorked for a total time.

Just a thought. Hope it helps.

Kenn
LBNLOn Tue, Aug 3, 2010 at 9:45 AM, Jim Tambling Jim.Tambling@datatote.co.ukwrote:

Kenn,

I might not have explained it properly. I want a field that the user can
fill in with how much time they worked on that portion of the ticket, I
am trusting them to enter the correct data. The TimeWorked field is very
easy to overwrite so I want a per-post entry with a total displayed in
the ticket summary. Maybe it is possible to do something like that? The
‘time worked’ value would ideally be a mandatory field in each post.

Regards, Jim

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 03 August 2010 16:33
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] MAndatory CF per post

Jim,

How would RT know how much time that was? If the user is working on the
program or problem or design or just thinking about the problem, he
won’t be
in RT hitting “enter” for every minute he is thinking on a ticket and
there
is no time clock going off to determine how much time the person is
spending
doing that task. RT will only know of the time the guy signs on, starts
a
transaction and completes a transaction. You could design a time clock
for a
ticket and have procedures that require (I don’t know how you would
*monitor

  • anyone following such procedure) a person enter a “check-in” time for
    a
    ticket and then a “check-out” time. But that just may be trying to put
    too
    fine a granularity on the issue. Somewhere down the line, you have to
    just
    trust the guy when he says he worked 20 hours on something. Just my
    opinion,
    of course.

Kenn
LBNL

On Tue, Aug 3, 2010 at 3:45 AM, Jim Tambling Jim.Tambling@datatote.co.ukwrote:

Hi all,

Is there a way to enter CF values in each individual post made to a
ticket?
What I am trying to achieve is a way of logging how much time an
engineer
spends working on each part of a request. The time worked field is no
good
to us as we want something that is updated dynamically from each post,
so
the managers can view the total time worked on a ticket and the time
worked
on each individual post. Is this at all possible?

Regards, Jim

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 9.0.851 / Virus Database: 271.1.1/3046 - Release Date: 08/02/10
18:59:00

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com