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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Then that would be great. Can you send me an example of your scrip?<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>Christian Pena</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><br></span><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>Network Engineer Supervisor</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><br></span><b><span style='font-size:9.0pt;font-family:"Verdana","sans-serif";color:#DF6020'>EarthLink Business</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> <br> <br></span><b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>E: </span></b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>christian.pena@corp.earthlink.com</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><br></span><b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>O:</span></b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'> 786-363-0460 | <b>F:</b> 786-363-0206</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><br></span><i><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>STS Telecom is now EarthLink Business</span></i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Kenneth Crocker<br><b>Sent:</b> Tuesday, March 15, 2011 12:31 PM<br><b>To:</b> rt-users@lists.bestpractical.com<br><b>Subject:</b> Re: [rt-users] Mandatory Time Worked Field on Ticket Updates<o:p></o:p></span></p></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal style='margin-bottom:12.0pt'>Christian,<br><br>The option I offered you can certainly be modified for a different condition (like "On Transaction", or if the value of some other field is modified, etc.). You just have to decide what condition (simple or complex) you want. I'll help you if you want.<br><br>Kenn<br>LBNL<o:p></o:p></p><div><p class=MsoNormal>On Tue, Mar 15, 2011 at 9:27 AM, Pena, Christian <<a href="mailto:Christian.Pena@corp.earthlink.com">Christian.Pena@corp.earthlink.com</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;color:#1F497D'>We use RT for supporting customers and often times there are multiple phone calls on a single RT case. So simply forcing time Worked on Resolution is not what I am looking for. </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;color:#1F497D'><br>I am trying to track how long each person is taking supporting different things. I have tried to mandate people to update the Worked field on every update, but I think I need a to whip them harder or code a better solution </span><span style='font-size:11.0pt;font-family:Wingdings;color:#1F497D'>J</span><o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt;color:gray'>Christian Pena</span></b><span style='font-size:11.0pt;color:#1F497D'><br></span><span style='font-size:10.0pt;color:gray'>Network Engineer Supervisor</span><span style='font-size:11.0pt;color:#1F497D'><br></span><b><span style='font-size:9.0pt;color:#DF6020'>EarthLink Business</span></b><span style='font-size:11.0pt;color:#1F497D'> <br> <br></span><b><span style='font-size:10.0pt;color:gray'>E: </span></b><span style='font-size:10.0pt;color:gray'><a href="mailto:christian.pena@corp.earthlink.com" target="_blank">christian.pena@corp.earthlink.com</a></span><span style='font-size:11.0pt;color:#1F497D'><br></span><b><span style='font-size:10.0pt;color:gray'>O:</span></b><span style='font-size:10.0pt;color:gray'> <a href="tel:786-363-0460" target="_blank">786-363-0460</a> | <b>F:</b> <a href="tel:786-363-0206" target="_blank">786-363-0206</a></span><span style='font-size:11.0pt;color:#1F497D'><br></span><i><span style='font-size:10.0pt;color:gray'>STS Telecom is now EarthLink Business</span></i><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;color:#1F497D'> </span><o:p></o:p></p></div><div style='border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0in 0in 0in;border-color:-moz-use-text-color -moz-use-text-color'><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt'>From:</span></b><span style='font-size:10.0pt'> <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>Kenneth Crocker<br><b>Sent:</b> Tuesday, March 15, 2011 12:04 PM<br><b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> Re: [rt-users] Mandatory Time Worked Field on Ticket Updates</span><o:p></o:p></p></div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>Christian,<br><br>I couldn't find an easy way to do this without a lot of mods to the RT code (which I'm REAL BAD at as a beginner in perl), so I wrote a scrip "work-around". If someone tries to resolve a ticket without any TimeWorked, I re-set the status to "Stalled" and send them an email telling them what I did and why. I also set a CF to a value I use for the email notification. Let me know if that's the way you want to go.<br><br>Kenn<br>LBNL<o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>On Tue, Mar 15, 2011 at 5:46 AM, Pena, Christian <<a href="mailto:Christian.Pena@corp.earthlink.com" target="_blank">Christian.Pena@corp.earthlink.com</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>This is something that has probably been asked on the lists many time so bear with me. <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>I want to make the “Worked” field mandatory on every ticket update. I read references on the need to do Call Backs but not sure what Syntax to use to achieve this. Can anyone point me in the right direction? <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Thanks!<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt;color:gray'>Christian Pena</span></b><br><span style='font-size:10.0pt;color:gray'>Network Engineer Supervisor</span><br><b><span style='font-size:9.0pt;color:#DF6020'>EarthLink Business</span></b> <br> <br><b><span style='font-size:10.0pt;color:gray'>E: </span></b><span style='font-size:10.0pt;color:gray'><a href="mailto:christian.pena@corp.earthlink.com" target="_blank">christian.pena@corp.earthlink.com</a></span><br><b><span style='font-size:10.0pt;color:gray'>O:</span></b><span style='font-size:10.0pt;color:gray'> <a href="tel:786-363-0460" target="_blank">786-363-0460</a> | <b>F:</b> <a href="tel:786-363-0206" target="_blank">786-363-0206</a></span><br><i><span style='font-size:10.0pt;color:gray'>STS Telecom is now EarthLink Business</span></i><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div></div></div><p class=MsoNormal><o:p> </o:p></p></div></body></html>