I currently use the RT 3.8.7 and I need to automatically calculate the
time worked on each ticket, is this possible?. how I can do to get that
report?
thanks
I currently use the RT 3.8.7 and I need to automatically calculate the
time worked on each ticket, is this possible?. how I can do to get that
report?
thanks
I currently use the RT 3.8.7 and I need to automatically calculate the
time worked on each ticket, is this possible?. how I can do to get that
report?
Construct the search for the tickets you want using the Query Builder
and then add the TimeWorked column to the format at the bottom of the
builder. Then run the search to see your results. You can download the
results as a spreadsheet (TSV) using Feeds → Spreadsheet.
Is there a way to do this easily to show time worked for a range of dates? For example if I submit time for techs on a weekly basis showing the effort put into each ticket? Currently I’m using a rather unreliable method of table joins and a back end SQL query.
In almost all implementations of this there is a desire to look at TechA and see the time he/she has contributed to a ticket. In most cases the ticket is owned by that individual so all theTime Worked within that week can be counted toward the person.
In other cases I need to know how much in the way of man hours was spent working tickets for a given week, even if the ticket spans multiple weeks. There seems to be no easy way to pull that data without opening new tickets at the beginning of each work week and closing them at the end.
Thanks much.On Sep 19, 2012, at 3:20 PM, Thomas Sibley trs@bestpractical.com wrote:
On 09/19/2012 02:48 PM, Frankie Gibbs wrote:
I currently use the RT 3.8.7 and I need to automatically calculate the
time worked on each ticket, is this possible?. how I can do to get that
report?Construct the search for the tickets you want using the Query Builder
and then add the TimeWorked column to the format at the bottom of the
builder. Then run the search to see your results. You can download the
results as a spreadsheet (TSV) using Feeds → Spreadsheet.
Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/trainingWe’re hiring! Careers — Best Practical Solutions
Paul,
Like Thomas said, build the query you want and add the Timeworked column.
However, to make this a weekly report, you need to put it in a dashboard
set to run weekly. That would do it.
Hope this helps.
KennOn Wed, Sep 19, 2012 at 3:41 PM, Paul Muther dalamars@gmail.com wrote:
Is there a way to do this easily to show time worked for a range of dates?
For example if I submit time for techs on a weekly basis showing the
effort put into each ticket? Currently I’m using a rather unreliable
method of table joins and a back end SQL query.In almost all implementations of this there is a desire to look at TechA
and see the time he/she has contributed to a ticket. In most cases the
ticket is owned by that individual so all theTime Worked within that week
can be counted toward the person.In other cases I need to know how much in the way of man hours was spent
working tickets for a given week, even if the ticket spans multiple weeks.
There seems to be no easy way to pull that data without opening new
tickets at the beginning of each work week and closing them at the end.Thanks much.
On Sep 19, 2012, at 3:20 PM, Thomas Sibley trs@bestpractical.com wrote:
On 09/19/2012 02:48 PM, Frankie Gibbs wrote:
I currently use the RT 3.8.7 and I need to automatically calculate the
time worked on each ticket, is this possible?. how I can do to get that
report?Construct the search for the tickets you want using the Query Builder
and then add the TimeWorked column to the format at the bottom of the
builder. Then run the search to see your results. You can download the
results as a spreadsheet (TSV) using Feeds → Spreadsheet.
Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/trainingWe’re hiring! Careers — Best Practical Solutions
Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/trainingWe’re hiring! Careers — Best Practical Solutions
pl remove us from yr mailing list----- Original Message -----
From: “Thomas Sibley” trs@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, September 20, 2012 03:50
Subject: Re: [rt-users] time worked report
On 09/19/2012 02:48 PM, Frankie Gibbs wrote:
I currently use the RT 3.8.7 and I need to automatically calculate the
time worked on each ticket, is this possible?. how I can do to get that
report?Construct the search for the tickets you want using the Query Builder
and then add the TimeWorked column to the format at the bottom of the
builder. Then run the search to see your results. You can download the
results as a spreadsheet (TSV) using Feeds → Spreadsheet.
Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/trainingWe’re hiring! Careers — Best Practical Solutions
pl remove us from yr mailing list----- Original Message -----
From: Frankie Gibbs
To: rt-users@bestpractical.com
Sent: Thursday, September 20, 2012 03:22
Subject: [rt-users] time worked report
I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each ticket, is this possible?. how I can do to get that report?
thanks
Final RT training for 2012 in Atlanta, GA - October 23 & 24
Training — Best Practical Solutions
We’re hiring! http://bestpractical.com/jobs
Apologies for the noise. I’ve dealt with the user. Also, apologies
to anyone else who received the offer to “fund your new company or do
debt-consolidation” from them. They appear to have replied to a few
people last week.
-kevinOn Thu, Sep 20, 2012 at 05:45:15PM +0530, FUNDING SOLUTION wrote:
pl remove us from yr mailing list
----- Original Message ----- From: [1]Frankie Gibbs To: [2]rt-users@bestpractical.com Sent: Thursday, September 20, 2012 03:22 Subject: [rt-users] time worked report I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each ticket, is this possible?. how I can do to get that report?
Thank you Kenneth. That does help. The one thing I’m struggling with is the Time Worked. I only want to see the Time Worked for that week. For example if I have a ticket that has 40 hours of work over two weeks, I only want Time Worked to reflect the time put in during the week the report covers. So if the split is 18 hours one week, and 22 the following week, I should only see either 18 hours or 22 hours depending on the week selected for the report.
I hope I’m not rambling. 
What I have done thus far is to run a SQL query looking at the time worked for each ticket update and manually adding them up. Not the best solution to be sure. I was hoping there was a better way.
Thanks very much,
Paul MOn Sep 19, 2012, at 11:02 PM, Kenneth Crocker kenn.crocker@gmail.com wrote:
Paul,
Like Thomas said, build the query you want and add the Timeworked column. However, to make this a weekly report, you need to put it in a dashboard set to run weekly. That would do it.
Hope this helps.
Kenn
On Wed, Sep 19, 2012 at 3:41 PM, Paul Muther dalamars@gmail.com wrote:
Is there a way to do this easily to show time worked for a range of dates? For example if I submit time for techs on a weekly basis showing the effort put into each ticket? Currently I’m using a rather unreliable method of table joins and a back end SQL query.In almost all implementations of this there is a desire to look at TechA and see the time he/she has contributed to a ticket. In most cases the ticket is owned by that individual so all theTime Worked within that week can be counted toward the person.
In other cases I need to know how much in the way of man hours was spent working tickets for a given week, even if the ticket spans multiple weeks. There seems to be no easy way to pull that data without opening new tickets at the beginning of each work week and closing them at the end.
Thanks much.
On Sep 19, 2012, at 3:20 PM, Thomas Sibley trs@bestpractical.com wrote:
On 09/19/2012 02:48 PM, Frankie Gibbs wrote:
I currently use the RT 3.8.7 and I need to automatically calculate the
time worked on each ticket, is this possible?. how I can do to get that
report?Construct the search for the tickets you want using the Query Builder
and then add the TimeWorked column to the format at the bottom of the
builder. Then run the search to see your results. You can download the
results as a spreadsheet (TSV) using Feeds → Spreadsheet.
Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/trainingWe’re hiring! Careers — Best Practical Solutions
Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/trainingWe’re hiring! Careers — Best Practical Solutions
Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/trainingWe’re hiring! Careers — Best Practical Solutions
We have different queues over here in RT4.
Every department used to have one or more queues.
If a ticket did need some action/response from a colleague from another department, the ticket was transferred to that queue.
But now we have some ‘hybrid’ queues with tickets that must be handled by people from different departments together.
And their signature should be mentioning something else than the signature that is put in if they respond to tickets in their ‘native’ queue.
So how can I make the signature queue dependent per user?
We have different queues over here in RT4.
Every department used to have one or more queues.
If a ticket did need some action/response from a colleague from another department, the ticket
was transferred to that queue.But now we have some ‘hybrid’ queues with tickets that must be handled by people from
different departments together.
And their signature should be mentioning something else than the signature that is put in if
they respond to tickets in their ‘native’ queue.So how can I make the signature queue dependent per user?
Most people implement this in queue specific templates, depending on
how much customization is needed per user (you can pair templates and
user custom fields to achieve most things).
There is no built-in per-queue signature functionality.
-kevin
We have different queues over here in RT4.
Every department used to have one or more queues.
If a ticket did need some action/response from a colleague from another department, the ticket
was transferred to that queue.But now we have some ‘hybrid’ queues with tickets that must be handled by people from
different departments together.
And their signature should be mentioning something else than the signature that is put in if
they respond to tickets in their ‘native’ queue.So how can I make the signature queue dependent per user?
Most people implement this in queue specific templates, depending on
how much customization is needed per user (you can pair templates and
user custom fields to achieve most things).
There is no built-in per-queue signature functionality.
-kevin
I have tested some stuff and I have created a new template.
I have included the signature (mix of variables and plain text) after { $Transaction->Content() }
It works, but the ‘signature’ gets (ofcourse) included at the bottom of the mail which is not good if you have a tickets with multiple comments in it.
Is that why I need custom fields to prevent this and to have the ‘signature’ in the correct place?
We have different queues over here in RT4.
Every department used to have one or more queues.
If a ticket did need some action/response from a colleague from another department, the ticket
was transferred to that queue.But now we have some ‘hybrid’ queues with tickets that must be handled by people from
different departments together.
And their signature should be mentioning something else than the signature that is put in if
they respond to tickets in their ‘native’ queue.So how can I make the signature queue dependent per user?
Most people implement this in queue specific templates, depending on
how much customization is needed per user (you can pair templates and
user custom fields to achieve most things).There is no built-in per-queue signature functionality.
I have tested some stuff and I have created a new template.
I have included the signature (mix of variables and plain text) after { $Transaction->Content() }
It works, but the ‘signature’ gets (ofcourse) included at the bottom of the mail which is not good if you have a tickets with multiple comments in it.
If it was a regular signature, RT would include it at the bottom of
the email too (it would go after all the quoted text). I’m not sure
how that’s different from being at the bottom of the Template.
If you want a custom signature to go at the top of the quote text when
you reply, you’d need to use a callback to do this in the web ui.
-kevin