[rt-users] Custom attributes of a queue

[Jason Grigsby]

In our configuration, we have a queue per customer. Our customers have a 
contracted monthly retainer for a number of hours per month. I would like to 
track the number of hours that a customer per queue and then modify our 
interfaces to show how much of that retainer has been used for the present 
month. Our support team would use this to determine whether or not the 
incoming request was likely to put a customer over their contracted hours.

What I would like to do is associate with a queue the total hours on the 
retainer for a month. I would then subtract the worked value from each 
transaction during a given month to determine how much time has been used on 
that retainer.

The challenge I've run into is that there doesn't seem to be a way to add an 
attribute or characteristic to a queue. In other words, when you add custom 
fields to a queue, it is really adding custom fields to the tickets in that 
queue, not adding the custom fields to the queue object itself.

FWIW, we also have a group for each customer (in addition to the queue) and 
the group name and queue name do match so if we needed to, we could store 
the retainer hours number in a group custom field. However, the object 
assocation between a group and a ticket transaction seems much more complex 
which is why I'm looking for a way to put the information on the queue 
itself.

I would love some suggestions on directions to explore on how to get this 
accomplished.

Thank You,

Jason
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