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

[Fran Fabrizio]

Wow - talk about not seeing the forest for the trees!  I completely 
missed that the Transaction table has its own TimeWorked field.  Ugh.  
Thanks, and sorry. :-)

Fran Fabrizio wrote:
>> 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