Hi Folks,
We're testing your community edition of OTRS at the moment, and we've recently enabled some of our customers to access the customer facing side of OTRS. Our current setup has a "Customer ID" being the customers account number, and the "Time Units (Work Units)" to be the length of time our technicians have physically spent dealing with the request. My problem is, however, that with one time field, that adds time units together (such as it does), we use it to track billable support time. If a ticket is considered to be our problem and not billable, we have to change the account number (Customer ID) to an internally used Customer ID. This prevents the customer from seeing their ticket as we have just dis-associated that ticket with their company. So, before I go further. I have tried to configure additional time fields, and so far I do not get anything like the current time/work units field that adds time together throughout the life of the ticket. I've managed to add fields that replace whatever value you have specified previously, but nothing that adds the new amount to a previous amount. If this IS possible, and I'm doing it wrong, then I wholeheartedly apologize and would like to ask if there's some direction you can point me so that I can edit and/or setup OTRS with the capability to have two time fields, in my case, one for billable and one for non-billable time accounting. Please keep in mind that we hope to use OTRS as a helpdesk type of ticket system, so time tracking, such as would be done for projects tracking does not apply, as we often have multiple technicians working on issues, with multiple responses back and forth between my staff and our clients. If this is not quite feasible with OTRS yet, I'd like to know what it would take to implement such a feature, as I am not a developer. If the cost would be negligible, I may be able to have my company speak to your sales about funding such a project. I only need to know if it can be done, how soon could it be done, and for what cost? We'd like to see it part of your community edition so it can be tested and tried before paying for commercial editions and finding the product may not suit our needs entirely. Thank you for your time and consideration, Tony E Manager of Systems Administration CWIE LLC, Hosting Services
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