<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div>Good morning/afternoon/evening :)</div><div><br></div><div>I have some questions about the time worked field and tickets by mail. Here is a brief rundown of how tickets work after regular business hours.</div><div><br></div><div>Call comes in and is transferred to After-hour support</div><div><br></div><div>After-hours support has their own in-house (non-RT) ticketing solution. IF a ticket is escalated to level 2 support, their system shoots off an email which is received by my RT system. It looks something like this:</div><div><br></div><div><br></div><span class="Apple-style-span" style="font-family: helvetica; font-size: 14px; line-height: 17px; ">Owner: afterhours-support <br>Status: stalled <br>Requestor: <a href="mailto:john_smith@yahoo.com">john_smith@yahoo.com</a> <br>Queue: AfterHours <br>TimeWorked: 00:14:06 <br>RealName - John Smith <br>HomePhone - 360-555-1212 <br>City - CityName <br>State - State <br>Password - None <br>Problem - Caller is having a problem with his email in which he is unable to send or receive <br>Solution - We checked all of his email settings and they are correct. Customer is having a hard time following directions, this is his first computer. We checked his firewall settings. They looked ok. We tried turning off Norton Firewall and email scanning as this will normally fix the issue. This did not fix the issue. Escalating.</span><div><font class="Apple-style-span" size="4"><span class="Apple-style-span" style="font-size: 14px; line-height: 17px;"><br></span></font></div><div><font class="Apple-style-span" size="4"><span class="Apple-style-span" style="font-size: 14px; line-height: 17px;">All the fields get set as they should except for TimeWorked. I tried to do it multiple ways, but unsuccessfully. I need to be able to have the exact time as well, Hours:Minutes:Seconds. Is this possible to do, and if so would someone be willing to explain to me how to do it :)</span></font></div><div><font class="Apple-style-span" size="4"><span class="Apple-style-span" style="font-size: 14px; line-height: 17px;"><br></span></font></div><div><font class="Apple-style-span" size="4"><span class="Apple-style-span" style="font-size: 14px; line-height: 17px;">Thanks in Advance for any help,</span></font></div><div><font class="Apple-style-span" size="4"><span class="Apple-style-span" style="font-size: 14px; line-height: 17px;"> </span></font></div><div><font class="Apple-style-span" size="4"><span class="Apple-style-span" style="font-size: 14px; line-height: 17px;"><br></span></font><div apple-content-edited="true"><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div><font class="Apple-style-span" color="#546E93">Greg Evans</font></div><div><font class="Apple-style-span" color="#546E93"><a href="mailto:gevans@hcc.net">gevans@hcc.net</a></font></div><div><font class="Apple-style-span" color="#546E93">Hood Canal Communications</font></div><div><font class="Apple-style-span" color="#5F7F93"><font class="Apple-style-span" color="#546E93"><br></font></font></div></div></span></div></span></div></div></body></html>