[rt-users] TimeWorked not always recorded as separate Transaction - workaround?

[Fran Fabrizio]

> Why go after the transactions?  The ticket has its own "TimeWorked" field,
> which _should_ be cumulative of "TimeWorked" entries from transactions.  
Right.  I want the TimeWorked in a particular time period, not the life 
of the ticket.  Some of the TimeWorked comes from TimeWorked update 
transactions, where I can easily do NewValue - OldValue to arrive at the 
TimeWorked of that transaction, but some TimeWorked is attached to a 
Comment and does not appear as a separate transaction.

Why?  Because I've been asked to produce reports of where staff are 
spending their time each week.  Our tickets have lifetimes of 5 minutes 
to 5 months, depending on queue and purpose.  That system has worked 
well for us for 5+ years, so we're not interested in reinventing our 
workflow, but would like to service the request for these reports if 
possible. 

The data is there somewhere - when you view a ticket, you can see each 
increment of TimeWorked in the History, even in cases where it was 
entered as part of a comment.  In the case where TimeWorked was attached 
to a comment, it appears I may need to descend/follow into the comment 
to get at it, or similar - that's what I am asking.  How/where is the 
individual increment of TimeWorked stored in the case where it is part 
of a comment transaction?

Thanks,
Fran

-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653