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</o:shapelayout></xml><![endif]--></head><body lang=EN-GB link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>I didn’t get any response to this – I’m assuming it’s either far too easy to do and I should know how to do it or it’s too complicated and nobody has done it …<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Can ANYBODY offer ANY suggestions at all or just a pointer in the right direction?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><div><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="_x0000_i1028" 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">http://www.blueivy.co.uk</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></div><p class=MsoNormal><o:p> </o:p></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif";mso-fareast-language:EN-GB'>From:</span></b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif";mso-fareast-language:EN-GB'> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Paul Broadwith<br><b>Sent:</b> 28 July 2010 20:03<br><b>To:</b> rt-users@lists.bestpractical.com<br><b>Subject:</b> [rt-users] Setting RT to gather stats and bill for tickets<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><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 border=0 width=166 height=70 id="Picture_x0020_1" src="cid:image001.jpg@01CB2E8F.EA91B610" alt="Description: blueivy_logo_emailsig.jpg"><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">http://www.blueivy.co.uk</a><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 class=MsoNormal align=center style='text-align:center'><span style='font-size:12.0pt;font-family:"Times New Roman","serif";mso-fareast-language:EN-GB'><hr size=2 width="100%" align=center></span></div><p><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Blue Ivy Limited is a limited company registered in Scotland. 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