Hi all,
I wonder if an extension or some solution exists for managing service contracts, I mean, registering somewhere for a queue and/or a (some) requestor(s), a total time to decrement, and decrementing it with the time spent on tickets of this resquestor(s). Or, at least, report on demand the time spent for this requestor(s).
TimeWorkReport seems to totalize all tickets of a queue, right ?. I know that I could create a queue by requestor, but it seems to me complex to manage.
Thanks fo any suggestion.
Frank
Hi Frank,On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer fsoyer@systea.fr wrote:
Hi all,
I wonder if an extension or some solution exists for managing service
contracts, I mean, registering somewhere for a queue and/or a (some)
requestor(s), a total time to decrement, and decrementing it with the time
spent on tickets of this resquestor(s). Or, at least, report on demand the
time spent for this requestor(s).
You could set up a “master” ticket and link in the child tickets to
it. I’m not aware of any built in mechanisms that will adjust time
accordingly between parent and child tickets - but you could certainly
add in some code to do that.
-m
I tried, thanks for the suggestion Matt. But if I need to dig in code to have a sum of times, I think I’ll rather try to develop a module to manage contracts ^^
Unfortunatly, no time to learn RT dev for the moment, and no time to dev… If I start such a project, I’ll share it.
Frank
Le Mercredi 8 Février 2017 16:29 CET, Matt Zagrabelny mzagrabe@d.umn.edu a écrit:
Hi Frank,On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer fsoyer@systea.fr wrote:
Hi all,
I wonder if an extension or some solution exists for managing service
contracts, I mean, registering somewhere for a queue and/or a (some)
requestor(s), a total time to decrement, and decrementing it with the time
spent on tickets of this resquestor(s). Or, at least, report on demand the
time spent for this requestor(s).
You could set up a “master” ticket and link in the child tickets to
it. I’m not aware of any built in mechanisms that will adjust time
accordingly between parent and child tickets - but you could certainly
add in some code to do that.
-m
And, I forgot to say that during my researches, I was wondering if custom fields can help me. Any idea with this ?
Frank
Le Mercredi 8 Février 2017 16:29 CET, Matt Zagrabelny mzagrabe@d.umn.edu a écrit:
Hi Frank,On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer fsoyer@systea.fr wrote:
Hi all,
I wonder if an extension or some solution exists for managing service
contracts, I mean, registering somewhere for a queue and/or a (some)
requestor(s), a total time to decrement, and decrementing it with the time
spent on tickets of this resquestor(s). Or, at least, report on demand the
time spent for this requestor(s).
You could set up a “master” ticket and link in the child tickets to
it. I’m not aware of any built in mechanisms that will adjust time
accordingly between parent and child tickets - but you could certainly
add in some code to do that.
-m
I tried, thanks for the suggestion Matt. But if I need to dig in code to
have a sum of times, I think I’ll rather try to develop a module to manage
contracts ^^
Unfortunatly, no time to learn RT dev for the moment, and no time to dev…
If I start such a project, I’ll share it.
Hey Frank,
FWIW, you could ask Best Practical for a quote on this. It doesn’t
sound like too much work. It might not be too expensive.
-m