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

[Paul Broadwith]

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 <http://www.blueivy.co.uk> 

 

 


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