[rt-users] Few simple questions

[Divan Santana]

Hello Everyone,

I'm just starting to use RT and its awesome!

Have a few simple questions hopefully someone can  quickly answer...?

1) Can you have a request belonging to multiple owners? Often more than one 
tech handles a call and both spend say an hour each on the call, how does 
everybody get around this/do it? Is it easily possible?

2) Is there away to pull up a report on amount of "hours worked" on a queue or 
by an owner? At the moment I don't see it, i think that would be nice because 
comparing amount of tickets done by owner is one thing but time spend would 
be another.

3) Last question, is there away or field to specify your working hours. EG 
MTWTF 08:00 - 17:00 so when you pull reports etc the customer can see you 
responding within 2 working hours rather than it appearing like 50 hours just 
because the ticket was logged at 16:00 on Friday afternoon and only resolved 
on Monday morning.

Any ideas on this stuff?

Awesome stuff! :)
-- 
Divan Santana

Skype:                  DivanSantana
Gtalk/MSN:              Divan.Santana at GMail.com


Love God, Love People, Love Life!