[rt-users] Time Management/Tracking

[Weiner, Michael]

We are somewhat new to RT, and at the moment we have implemented it in what I believe is the simplest form possible. We have the RT server accept emails from our 'internal clients' which auto-generates a ticket on their behalf and creates them an account based on the email address of the request. This all works well, and we find it rather straight forward for that particular purpose. Now, we come to another part of the roll-out that has me a little stumped, and I am unable to find good documentation to how to set things up, but what we are looking to do is to track someone's time in RT. All the work flow for this individual will come into RT as a ticket, either from the internal clients or the user will create his own tickets, but we need some sort of mechanism for the time to be tracked based on the various projects he is working on (eg "I was asked to shoot photos of everyone in Department A, and I spent 3 hours doing the shoot, 1 hour processing the images in Lightbox or Photoshop, and ½ hour on pushing the image into the digital asset management system for review").

Is this something that should be easily done in RT using some combination of custom fields, etc? Has anyone on the list done this that might be able to shed some more light on how to set this up?

Thank you in advance for any assistance
Michael Weiner

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