[rt-users] Mandatory Time Worked Field on Ticket Updates

[Kenneth Crocker]

Christian,

The option I offered you can certainly be modified for a different condition
(like "On Transaction", or if the value of some other field is modified,
etc.). You just have to decide what condition (simple or complex) you want.
I'll help you if you want.

Kenn
LBNL

On Tue, Mar 15, 2011 at 9:27 AM, Pena, Christian <
Christian.Pena at corp.earthlink.com> wrote:

> We use RT for supporting customers and often times there are multiple phone
> calls on a single RT case. So simply forcing time Worked on Resolution is
> not what I am looking for.
>
>
> I am trying to track how long each person is taking supporting different
> things. I have tried to mandate people to update the Worked field on every
> update, but I think I need a to whip them harder or code a better solution
> J
>
>
>
> *Christian Pena*
> Network Engineer Supervisor
> *EarthLink Business*
>
> *E: *christian.pena at corp.earthlink.com
> *O:* 786-363-0460 | *F:* 786-363-0206
> *STS Telecom is now EarthLink Business*
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Tuesday, March 15, 2011 12:04 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
>
>
>
> Christian,
>
> I couldn't find an easy way to do this without a lot of mods to the RT code
> (which I'm REAL BAD at as a beginner in perl), so I wrote a scrip
> "work-around". If someone tries to resolve a ticket without any TimeWorked,
> I re-set the status to "Stalled" and send them an email telling them what I
> did and why. I also set a CF to a value I use for the email notification.
> Let me know if that's the way you want to go.
>
> Kenn
> LBNL
>
> On Tue, Mar 15, 2011 at 5:46 AM, Pena, Christian <
> Christian.Pena at corp.earthlink.com> wrote:
>
> This is something that has probably been asked on the lists many time so
> bear with me.
>
>
>
> I want to make the “Worked” field mandatory on every ticket update. I read
> references on the need to do Call Backs but not sure what Syntax to use to
> achieve this. Can anyone point me in the right direction?
>
>
>
> Thanks!
>
>
>
> *Christian Pena*
> Network Engineer Supervisor
> *EarthLink Business*
>
> *E: *christian.pena at corp.earthlink.com
> *O:* <786-363-0460>786-363-0460 | *F:* <786-363-0206>786-363-0206
> *STS Telecom is now EarthLink Business*
>
>
>
>
>
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