[rt-users] Setting RT to gather stats and bill for tickets

[Paul Broadwith]

I didn't get any response to this - I'm assuming it's either far too
easy to do and I should know how to do it or it's too complicated and
nobody has done it ...

 

Can ANYBODY offer ANY suggestions at all or just a pointer in the right
direction?

 

Kind regards,

 

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner



 

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul
Broadwith
Sent: 28 July 2010 20:03
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Setting RT to gather stats and bill for tickets

 

I'm hoping somebody can point me in the right direction or even better,
somebody has already done this. I've been using RT for some time now
(around a year) and started really using it heavily in the last 4
months. It's great. I love it. But it's Perl based and I'm not J

 

What I want to do is effectively get RT to give me some stats on the
type of tickets / comments that have been logged and what they are
logged for. I want to also be able to flag each ticket response as
billable or unbillable and be able to total it up (either manually or
preferably automatically).

 

I have clients on different contracts. Some get server work included,
some server and workstations and some everything. Sometimes a ticket
will include work on servers, workstations or other stuff.  When I do
some work, I enter a comment about it and how long it took. What I want
to do is enter a comment, flag whether it's server, workstation, other
or onsite work and whether it is billable or not. At the end of the
month I would like to get a list of all the comments and group them by
workstation / server etc. and say 'this month we did 14 hours of work on
servers, 52 on workstations' .... Etc. etc. I could also then total all
the billable work and invoice for that accordingly as each client has
their own queue.

 

I am about to look at Custom Fields in the hope it will help me, but
before I do this would anybody be able to tell me if this is the way to
go or if there is a better way to do it?

 

Any help much appreciated. Thanks in advance.

 

Kind regards,

 

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner



 

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

 

 

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