[rt-users] MAndatory CF per post

Kenneth Crocker kfcrocker at lbl.gov
Tue Aug 3 13:34:04 EDT 2010


RT has a tool called "My Day" and it adds the value entered to *TimeWorked*.
It lists all "new" and "open" tickets "owned" by the user. That works for us
because we don't let anyone *modify* a Ticket unless they are the owner.
Perhaps a procedure where an "owner" keeps adding their "time worked" until
they are done and then they trigger a notice to the team or whoever might do
the next step and then that person/someone on team can "Steal" it or
alternatively, the *previous* owner can "give" it to the *next owner* and
then they do their work, also using "My Day" to enter their time. The
Problem would be getting one persons time separated from another. Perhaps a
scrip that put one owners time in a CF when triggered by changing owners.
That same scrip could *zero out* "Time Worked". Then when the ticket is
"resolved" (or whatever the next step is), another scrip tally's up the time
in each CF "Time by Owner" and *re-sets*  the *TimeWorked* for a total time.

Just a thought. Hope it helps.


On Tue, Aug 3, 2010 at 9:45 AM, Jim Tambling <Jim.Tambling at datatote.co.uk>wrote:

> Kenn,
> I might not have explained it properly. I want a field that the user can
> fill in with how much time they worked on that portion of the ticket, I
> am trusting them to enter the correct data. The TimeWorked field is very
> easy to overwrite so I want a per-post entry with a total displayed in
> the ticket summary. Maybe it is possible to do something like that? The
> 'time worked' value would ideally be a mandatory field in each post.
> Regards, Jim
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
> Crocker
> Sent: 03 August 2010 16:33
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] MAndatory CF per post
> Jim,
> How would RT know how much time that was? If the user is working on the
> program or problem or design or just thinking about the problem, he
> won't be
> in RT hitting "enter" for every minute he is thinking on a ticket and
> there
> is no time clock going off to determine how much time the person is
> spending
> doing that task. RT will only know of the time the guy signs on, starts
> a
> transaction and completes a transaction. You could design a time clock
> for a
> ticket and have procedures that require (I don't know how you would
> *monitor
> * anyone following such procedure) a person enter a "check-in" time for
> a
> ticket and then a "check-out" time. But that just may be trying to put
> too
> fine a granularity on the issue. Somewhere down the line, you have to
> just
> trust the guy when he says he worked 20 hours on something. Just my
> opinion,
> of course.
> Kenn
> On Tue, Aug 3, 2010 at 3:45 AM, Jim Tambling
> <Jim.Tambling at datatote.co.uk>wrote:
> >  Hi all,
> >
> >
> >
> > Is there a way to enter CF values in each individual post made to a
> ticket?
> > What I am trying to achieve is a way of logging how much time an
> engineer
> > spends working on each part of a request. The time worked field is no
> good
> > to us as we want something that is updated dynamically from each post,
> so
> > the managers can view the total time worked on a ticket and the time
> worked
> > on each individual post. Is this at all possible?
> >
> >
> >
> > Regards, Jim
> >
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
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