<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><meta http-equiv=Content-Type content="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 14 (filtered medium)"><!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
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</o:shapelayout></xml><![endif]--></head><body lang=EN-GB link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>I’m hoping somebody can point me in the right direction or even better, somebody has already done this. I’ve been using RT for some time now (around a year) and started really using it heavily in the last 4 months. It’s great. I love it. But it’s Perl based and I’m not <span style='font-family:Wingdings'>J</span><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>What I want to do is effectively get RT to give me some stats on the type of tickets / comments that have been logged and what they are logged for. I want to also be able to flag each ticket response as billable or unbillable and be able to total it up (either manually or preferably automatically).<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I have clients on different contracts. Some get server work included, some server and workstations and some everything. Sometimes a ticket will include work on servers, workstations or other stuff. When I do some work, I enter a comment about it and how long it took. What I want to do is enter a comment, flag whether it’s server, workstation, other or onsite work and whether it is billable or not. At the end of the month I would like to get a list of all the comments and group them by workstation / server etc. and say ‘this month we did 14 hours of work on servers, 52 on workstations’ …. Etc. etc. I could also then total all the billable work and invoice for that accordingly as each client has their own queue.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I am about to look at Custom Fields in the hope it will help me, but before I do this would anybody be able to tell me if this is the way to go or if there is a better way to do it?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Any help much appreciated. Thanks in advance.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span lang=EN-US style='mso-fareast-language:EN-GB'>Kind regards,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='mso-fareast-language:EN-GB'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='mso-fareast-language:EN-GB'>Paul Broadwith (MBCS)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='mso-fareast-language:EN-GB'>Microsoft Certified Professional<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='mso-fareast-language:EN-GB'>Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2010 and Microsoft Registered Partner</span><span style='mso-fareast-language:EN-GB'><o:p></o:p></span></p><table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=548 style='width:410.7pt;border-collapse:collapse'><tr><td width=198 valign=top style='width:148.85pt;padding:0cm 5.4pt 0cm 5.4pt'><p class=MsoNormal><span style='mso-fareast-language:EN-GB'><img width=166 height=70 id="Picture_x0020_1" src="cid:image001.jpg@01CB2E8F.EA91B610" alt="Description: blueivy_logo_emailsig.jpg"></span><span style='mso-fareast-language:EN-GB'><o:p></o:p></span></p></td><td width=349 valign=top style='width:261.85pt;padding:0cm 5.4pt 0cm 5.4pt'><p class=MsoNormal><b><span style='mso-fareast-language:EN-GB'><o:p> </o:p></span></b></p><p class=MsoNormal><b><span style='mso-fareast-language:EN-GB'>Tel.:</span></b><span style='mso-fareast-language:EN-GB'> 0845 862 0292<o:p></o:p></span></p><p class=MsoNormal><b><span style='mso-fareast-language:EN-GB'>Web:</span></b><span style='mso-fareast-language:EN-GB'> <a href="http://www.blueivy.co.uk"><span style='color:blue'>http://www.blueivy.co.uk</span></a></span><span style='mso-fareast-language:EN-GB'><o:p></o:p></span></p></td></tr></table><p class=MsoNormal><span style='mso-fareast-language:EN-GB'><o:p> </o:p></span></p><p class=MsoNormal><o:p> </o:p></p></div>
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