[rt-users] Hours Worked

[Mike Peachey]

Chaitanya Veludandi wrote:
 > Hi,
 >
 > Is there a way to calculate Hours Worked (using Business Hours) based on
 > the difference betwee Resolved Time and Created Time and then move it to
 > a custom Field?


Posted to this list less than 24 hours ago:

>  > But do you know if it is possible for RT (I
>> > couldn't find it when I searched Google) to automatically enter the time
>> > worked based on the time elapsed between when the ticket was opened and when
>> > it was updated? I guess(?) that if an issue remained unresolved and the
>> > customer called back it would have to add time to said ticket on each
>> > update?  I will keep searching for this on my own, but figured it couldn't
>> > hurt to ask.
> 
> I don't see why not. I might be wrong about the *best* way to do it, but 
> it certainly seems you could add a custom scrip action to do it.
> 
> Pseudocode:
> 
> "On Ticket->Update, Ticket->Worked = Ticket->Updated() - Ticket->Created()"
> 
> Although, you might need to convert the times into Unix time, then do 
> the sums and then convert back again.
> 
--
Kind Regards,

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