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

[Pena, Christian]

Then that would be great. Can you send me an example of your scrip?

 

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 12:31 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Mandatory Time Worked Field on Ticket Updates

 

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 | F: 786-363-0206
STS Telecom is now EarthLink Business

 

 

 

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