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<DIV><SPAN class=954410318-14112002><FONT face=Garamond>Ladies &
Gents,</FONT></SPAN></DIV>
<DIV><SPAN class=954410318-14112002><FONT
face=Garamond></FONT></SPAN> </DIV>
<DIV><SPAN class=954410318-14112002><FONT face=Garamond>One of my customers is
currently using RT and loving it, but they are running into a problem and are
looking for a better way to handle a process:</FONT></SPAN></DIV>
<DIV><SPAN class=954410318-14112002><FONT
face=Garamond></FONT></SPAN> </DIV>
<DIV><SPAN class=954410318-14112002><FONT face=Garamond>They currently keep each
division in it's own queue and then they use an internal billing policy to
'charge back' the costs of IT on a per ticket basis. Right now they do
this by opening each resolved ticket in a time period and writing down the
division name, the time spent on the ticket by each helpdesk staff member
(different rates), and the resolved date. This is obviously pretty time
consuming... Is there a better way to do this? What is the best way
to get RT to give out a report that looks like this.</FONT></SPAN></DIV>
<DIV><SPAN class=954410318-14112002><FONT
face=Garamond></FONT></SPAN> </DIV>
<DIV><SPAN class=954410318-14112002><FONT face=Garamond>Please keep in mind I
while I have a good conceptual idea of what RT is doing under the hood and I
have done *some* customization of it, answers that involve "write a perl script
to do this" will be met with a blank stare...</FONT></SPAN></DIV>
<DIV><SPAN class=954410318-14112002><FONT
face=Garamond></FONT></SPAN> </DIV>
<DIV><SPAN class=954410318-14112002><FONT
face=Garamond>Ideas?</FONT></SPAN></DIV>
<DIV><SPAN class=954410318-14112002><FONT
face=Garamond></FONT></SPAN> </DIV>
<DIV><SPAN class=954410318-14112002><FONT face=Garamond>Fred</FONT></SPAN></DIV>
<DIV><SPAN class=954410318-14112002><FONT
face=Garamond></FONT></SPAN> </DIV>
<P><FONT face=Courier size=2>--=--<BR>Fred Purdue<BR>New Opportunities,
Inc.<BR>232 N. Elm St<BR>Waterbury, CT 06702<BR>
-<BR>FPurdue@NewOpportunitiesInc.org<BR>P: 203.575.9799 x259<BR>C:
203.887.5150<BR>--=-- </FONT></P>
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