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<p class=MsoNormal>Hi all,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Hoping someone else has done this already I can crib from..<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Our team uses RT for trouble tickets, and record how much
time they spend on each update. They also pass tickets among themselves.
I run a very basic report of tickets modified that week in that queue, and, downloading
the spreadsheet, calculate the time worked field for each owner. This has
a number of problems, the most pertinent of which is that it seems to show all
the time worked, and hence that users may ‘benefit’ from work on
the ticket by others but its applied to just their userid, and there is no way
to extract just the time worked in that week.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Has anyone done this in a more elegant, accurate way?
I’m happy to write some code to do this, but was wondering if RT stores
the data for time in a (say) array for each ticket, or just an incremented
counter, which would mean I could never separate the ticket out between the
multiple contributors, or times contributed.. Some advice would be appreciated!<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Cheers<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>John<o:p></o:p></p>
<p class=MsoNormal>--<o:p></o:p></p>
<p class=MsoNormal>John Constable<o:p></o:p></p>
<p class=MsoNormal>Group IT Manager<o:p></o:p></p>
<p class=MsoNormal>ip.access Ltd<o:p></o:p></p>
<p class=MsoNormal>DDI: +44 1954 713723<o:p></o:p></p>
<p class=MsoNormal>Don't forget IT On call No: +44 1954 717909<o:p></o:p></p>
<p class=MsoNormal>Please raise all IT issues via ITS@ipaccess.com<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
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<p>This message contains confidential information and may be privileged. If you are not the intended recipient, please notify the sender and delete the message immediately.</p>
<p>ip.access ltd, registration number 3400157, Building 2020, <br>
Cambourne Business Park, Cambourne, Cambridge CB23 6DW, United Kingdom</p>
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