I just took a quick look to see if I could see where the Transaction is created for editing the TimeWorked field in the Ticket Basics.Traced it as follows Ticket/Modify.html -> Web.pm::ProcessTicketBasics() -> Web.pm::UpdateRecordObject() -> Record.pm::Update(), but that seems to be it. I don't see what triggers a transaction in any of those functions. <br>
<br>Probably easier to disable the TimeWorked field in the Ticket/Elements/EditBasics file so it can't be used by accident and train users to put in a comment/reply.<br><br>Would be clean to simply have a transcation generated from modifying the basic info update the TimeTaken field in the transaction to be the different of old - new TimeWorked. Then all time info could be pulled from the transaction table easily.<br>
<br>Steve<br><br><br><div class="gmail_quote">On Tue, Mar 3, 2009 at 10:38 AM, Alex Young <span dir="ltr"><<a href="mailto:alexyoung@scoutsolutions.co.uk">alexyoung@scoutsolutions.co.uk</a>></span> wrote:<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div link="blue" vlink="purple" lang="EN-GB">
<div>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);">Its been suggested to make the Ticket.TimeWorked field
uneditable by users. That would stop anyone from editing the field directly,
and it would only change when adding or subtracted time worked in a
transaction. Besides, if youre removing time from a ticket you should be saying
why youre removing time. Same for adding time.</span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);">Stephen, dont forget to <b>reply to all</b> if you want the list
to see your replies. (Which I think you do)</span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<div style="border-style: solid none none; border-color: rgb(181, 196, 223) -moz-use-text-color -moz-use-text-color; border-width: 1pt medium medium; padding: 3pt 0cm 0cm;">
<p><b><span style="font-size: 10pt;" lang="EN-US">From:</span></b><span style="font-size: 10pt;" lang="EN-US"> Stephen Cochran [mailto:<a href="mailto:stephen.a.cochran.lists@cahir.net" target="_blank">stephen.a.cochran.lists@cahir.net</a>]
<br>
<b>Sent:</b> 03 March 2009 15:33<div><div></div><div class="h5"><br>
<b>To:</b> Alex Young<br>
<b>Subject:</b> Re: [rt-users] Time Worked Report</div></div></span></p>
</div><div><div></div><div class="h5">
<p> </p>
<p style="margin-bottom: 12pt;"><br>
You could use the same logic and not restrict on resolved, but not sure how
you'd know not to double-count any time put in by adjusting the
Tickets.TimeWorked directly. It could also be adjusted downwards as well, which
raises all sorts of other questions about where that would get subtracted from.
Adjustments made to TimeWorked do cause a transaction to be created, it just
doesn't populate the TimeTaken field of the transaction. <br>
<br>
Now that I think about it, that might be the simplest solution, beacuse most of
the complexity comes from trying to accurately deal with direct adjustments
made to the Tickets.TimeWorked field.<br>
<br>
Anyone from BestP that could weigh in on the consequences of having a change to
TimeWorked also record the different in Transactions.TimeTaken?<br>
<br>
</p>
<div>
<p>On Tue, Mar 3, 2009 at 9:52 AM, Alex Young <<a href="mailto:alexyoung@scoutsolutions.co.uk" target="_blank">alexyoung@scoutsolutions.co.uk</a>>
wrote:</p>
<div>
<div>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);">Looks like that would work to
me. Though I would need to get the time taken no matter what the status is as I
was aiming at pulling the info out for time sheets for the developers and
support department so the accounts department can invoice clients. At the
moment RT users are putting all their work in RT, and then putting their time
in a separate timesheet, which management then compile and give to accounts. </span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);">It would be very useful to have
a time sheet extension for this purpose, and most of the code and info must
already be available in RT to do this.</span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<div style="border-style: solid none none; border-color: -moz-use-text-color; border-width: 1pt medium medium; padding: 3pt 0cm 0cm;">
<p><b><span style="font-size: 10pt;" lang="EN-US">From:</span></b><span style="font-size: 10pt;" lang="EN-US"> Stephen Cochran [mailto:<a href="mailto:stephen.a.cochran.lists@cahir.net" target="_blank">stephen.a.cochran.lists@cahir.net</a>]
<br>
<b>Sent:</b> 03 March 2009 14:27<br>
<b>To:</b> Alex Young<br>
<b>Subject:</b> Re: [rt-users] Time Worked Report</span></p>
</div>
<div>
<div>
<p> </p>
<p style="margin-bottom: 12pt;">Thinking through this, the only way to be completely
accurate list of time spend in some given time_window would be the following
(in psudo sql):<br>
<br>
# total time worked in time_window from transactions<br>
select SUM(Transactions.TimeTaken) from ...<br>
where (Tickets.status = open or stalled or new) and<br>
Transactions.Created is within time_window<br>
<br>
+ <br>
<br>
# get total time worked from tickets resolved in time_window<br>
select Tickets.TimeWorked from ....<br>
where (Tickets.status = resolved) and<br>
Tickets.Resolved is within time_window<br>
<br>
- <br>
<br>
# subtract time from all transactions from tickets resolved in time_window<br>
select SUM(Transactions.TimeTaken) from ...<br>
where (Tickets.status = resolved) and<br>
Tickets.Resolved is within time_window and<br>
Transactions.ObjectId = Tickets.id<br>
<br>
This will capture all times entered directly into the TimeWorked field of the
ticket as occurring during the time_window when the ticket was resolved.
Probably fairly accurate, and would never be double counted.<br>
<br>
Anyone see a flaw in this? Still think this is harder than it should be.
Explains why RT hasn't had these reports already ;)</p>
<div>
<p>On Tue, Mar 3, 2009 at 4:28 AM, Alex Young <<a href="mailto:alexyoung@scoutsolutions.co.uk" target="_blank">alexyoung@scoutsolutions.co.uk</a>>
wrote:</p>
<div>
<div>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);">I had a bit of a go at doing
this myself. It needs some more work as it doesnt take into account if time has
been removed from a ticket. It happens sometimes because of typos etc.</span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);">If you get anywhere with this
please share it, as I havent had the time to work on it further.</span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);">PRNumber is an internal
reference number that we book client work too, so you wont need that, or you
can change it for something else.</span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">SELECT distinct
SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)', Transactions.Created,
Users.RealName, Tickets.Subject, Queues.Name AS 'Queue Name',
Transactions.ObjectId AS 'Ticket ID',</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">(select
ObjectCustomFieldValues.Content from ObjectCustomFieldValues where
ObjectCustomFieldValues.CustomField = '11' and Transactions.ObjectId =
ObjectCustomFieldValues.ObjectId order by ObjectCustomFieldValues.id desc LIMIT
1) AS PRNumber</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">FROM Transactions</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">LEFT JOIN Users</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">ON Transactions.Creator
= Users.Id</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">LEFT JOIN Tickets</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">ON Transactions.ObjectId
= Tickets.id</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">LEFT JOIN Queues</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">ON Tickets.Queue =
Queues.Id</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">WHERE
Transactions.TimeTaken !=0</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">AND
DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created</span></p>
<p><span style="font-size: 10pt; font-family: Consolas;">GROUP BY Subject;</span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 10pt; color: rgb(31, 73, 125);"> </span></p>
<div style="border-style: solid none none; border-color: -moz-use-text-color; border-width: 1pt medium medium; padding: 3pt 0cm 0cm;">
<p><b><span style="font-size: 10pt;" lang="EN-US">From:</span></b><span style="font-size: 10pt;" lang="EN-US"> <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>
[mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Stephen
Cochran<br>
<b>Sent:</b> 03 March 2009 05:01<br>
<b>To:</b> rt Users<br>
<b>Subject:</b> [rt-users] Time Worked Report</span></p>
</div>
<div>
<div>
<p> </p>
<p><br>
I've written a sql query to pull out the time worked for all tickets resolved
in the last week among other things. The problem with this is that it doesn't
give a complete picture of time worked for any given week since a ticket could
have had time worked put in as part of a transaction but the ticket might still
be open. I could query the Transactions table for the TimeTaken field, but that
could lead to double-counting if any of those transactions are part of a
resolved ticket. <br>
<br>
I know I could work through the db/sql and find the right query to pull out the
time worked in the last week, but I'm wondering if someone else has already
done it so I can save myself the trouble.<br>
<br>
Thanks, <br>
Steve</p>
</div>
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</div>
</div>
</div>
<p> </p>
</div>
</div>
</div>
</div>
</div>
<p> </p>
</div></div></div>
</div>
</blockquote></div><br>