Setting RT to gather stats and bill for tickets

RT Users
1

I’m hoping somebody can point me in the right direction or even better,
somebody has already done this. I’ve been using RT for some time now
(around a year) and started really using it heavily in the last 4
months. It’s great. I love it. But it’s Perl based and I’m not J

What I want to do is effectively get RT to give me some stats on the
type of tickets / comments that have been logged and what they are
logged for. I want to also be able to flag each ticket response as
billable or unbillable and be able to total it up (either manually or
preferably automatically).

I have clients on different contracts. Some get server work included,
some server and workstations and some everything. Sometimes a ticket
will include work on servers, workstations or other stuff. When I do
some work, I enter a comment about it and how long it took. What I want
to do is enter a comment, flag whether it’s server, workstation, other
or onsite work and whether it is billable or not. At the end of the
month I would like to get a list of all the comments and group them by
workstation / server etc. and say ‘this month we did 14 hours of work on
servers, 52 on workstations’ … Etc. etc. I could also then total all
the billable work and invoice for that accordingly as each client has
their own queue.

I am about to look at Custom Fields in the hope it will help me, but
before I do this would anybody be able to tell me if this is the way to
go or if there is a better way to do it?

Any help much appreciated. Thanks in advance.

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk http://www.blueivy.co.uk

Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of ?Blue Ivy Ltd?.

If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone.

Please contact the sender if you believe you have received this email in error.

{Blue Ivy Ltd - ICT For Small Businesses}

2

I didn’t get any response to this - I’m assuming it’s either far too
easy to do and I should know how to do it or it’s too complicated and
nobody has done it …

Can ANYBODY offer ANY suggestions at all or just a pointer in the right
direction?

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Tel.: 0845 862 0292

Web: http://www.blueivy.co.ukFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Paul
Broadwith
Sent: 28 July 2010 20:03
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Setting RT to gather stats and bill for tickets

I’m hoping somebody can point me in the right direction or even better,
somebody has already done this. I’ve been using RT for some time now
(around a year) and started really using it heavily in the last 4
months. It’s great. I love it. But it’s Perl based and I’m not J

What I want to do is effectively get RT to give me some stats on the
type of tickets / comments that have been logged and what they are
logged for. I want to also be able to flag each ticket response as
billable or unbillable and be able to total it up (either manually or
preferably automatically).

I have clients on different contracts. Some get server work included,
some server and workstations and some everything. Sometimes a ticket
will include work on servers, workstations or other stuff. When I do
some work, I enter a comment about it and how long it took. What I want
to do is enter a comment, flag whether it’s server, workstation, other
or onsite work and whether it is billable or not. At the end of the
month I would like to get a list of all the comments and group them by
workstation / server etc. and say ‘this month we did 14 hours of work on
servers, 52 on workstations’ … Etc. etc. I could also then total all
the billable work and invoice for that accordingly as each client has
their own queue.

I am about to look at Custom Fields in the hope it will help me, but
before I do this would anybody be able to tell me if this is the way to
go or if there is a better way to do it?

Any help much appreciated. Thanks in advance.

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

Blue Ivy Limited is a limited company registered in Scotland. Company
number: SC 221649. VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

This email and its attachments may be confidential and are intended
solely for the use of the individual to whom it is addressed. Any views
or opinions expressed are solely those of the author and do not
necessarily represent those of Blue Ivy Ltd.

If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them
to anyone.

Please contact the sender if you believe you have received this email in
error.

{Blue Ivy Ltd - ICT For Small Businesses}

3

Hi,
first have a look onto these both addons:

http://github.com/bestpractical/rt-extension-activityreports

http://github.com/bestpractical/rt-extension-activityreports-billingThink
this is what you are looking for.
Torsten2010/8/2 Paul Broadwith paul.broadwith@blueivy.co.uk

I didn’t get any response to this – I’m assuming it’s either far too easy
to do and I should know how to do it or it’s too complicated and nobody has
done it …

Can ANYBODY offer ANY suggestions at all or just a pointer in the right
direction?

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

[image: Description: blueivy_logo_emailsig.jpg]

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Paul Broadwith
Sent: 28 July 2010 20:03
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Setting RT to gather stats and bill for tickets

I’m hoping somebody can point me in the right direction or even better,
somebody has already done this. I’ve been using RT for some time now (around
a year) and started really using it heavily in the last 4 months. It’s
great. I love it. But it’s Perl based and I’m not J

What I want to do is effectively get RT to give me some stats on the type
of tickets / comments that have been logged and what they are logged for. I
want to also be able to flag each ticket response as billable or unbillable
and be able to total it up (either manually or preferably automatically).

I have clients on different contracts. Some get server work included, some
server and workstations and some everything. Sometimes a ticket will include
work on servers, workstations or other stuff. When I do some work, I enter
a comment about it and how long it took. What I want to do is enter a
comment, flag whether it’s server, workstation, other or onsite work and
whether it is billable or not. At the end of the month I would like to get a
list of all the comments and group them by workstation / server etc. and say
‘this month we did 14 hours of work on servers, 52 on workstations’ …. Etc.
etc. I could also then total all the billable work and invoice for that
accordingly as each client has their own queue.

I am about to look at Custom Fields in the hope it will help me, but before
I do this would anybody be able to tell me if this is the way to go or if
there is a better way to do it?

Any help much appreciated. Thanks in advance.

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

[image: Description: blueivy_logo_emailsig.jpg]

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

Blue Ivy Limited is a limited company registered in Scotland. Company
number: SC 221649. VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of Blue Ivy Ltd.

If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.

Please contact the sender if you believe you have received this email in
error.

{Blue Ivy Ltd - ICT For Small Businesses}

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

MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

4

And yes, the rest i can find in your description sounds very much like
CustomFields.

Torsten2010/8/2 Paul Broadwith paul.broadwith@blueivy.co.uk

I didn’t get any response to this – I’m assuming it’s either far too easy
to do and I should know how to do it or it’s too complicated and nobody has
done it …

Can ANYBODY offer ANY suggestions at all or just a pointer in the right
direction?

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

[image: Description: blueivy_logo_emailsig.jpg]

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Paul Broadwith
Sent: 28 July 2010 20:03
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Setting RT to gather stats and bill for tickets

I’m hoping somebody can point me in the right direction or even better,
somebody has already done this. I’ve been using RT for some time now (around
a year) and started really using it heavily in the last 4 months. It’s
great. I love it. But it’s Perl based and I’m not J

What I want to do is effectively get RT to give me some stats on the type
of tickets / comments that have been logged and what they are logged for. I
want to also be able to flag each ticket response as billable or unbillable
and be able to total it up (either manually or preferably automatically).

I have clients on different contracts. Some get server work included, some
server and workstations and some everything. Sometimes a ticket will include
work on servers, workstations or other stuff. When I do some work, I enter
a comment about it and how long it took. What I want to do is enter a
comment, flag whether it’s server, workstation, other or onsite work and
whether it is billable or not. At the end of the month I would like to get a
list of all the comments and group them by workstation / server etc. and say
‘this month we did 14 hours of work on servers, 52 on workstations’ …. Etc.
etc. I could also then total all the billable work and invoice for that
accordingly as each client has their own queue.

I am about to look at Custom Fields in the hope it will help me, but before
I do this would anybody be able to tell me if this is the way to go or if
there is a better way to do it?

Any help much appreciated. Thanks in advance.

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

[image: Description: blueivy_logo_emailsig.jpg]

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

Blue Ivy Limited is a limited company registered in Scotland. Company
number: SC 221649. VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of Blue Ivy Ltd.

If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.

Please contact the sender if you believe you have received this email in
error.

{Blue Ivy Ltd - ICT For Small Businesses}

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

MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de