Hi Deiter, Thanks for the reply. Unfortunately, not being super affluent in Perl, a core hack is something that I hope to do as a last resort. I guess I'll pass it along to the dev's and see what they think, and if it's something worth requesting for future addition to OTRS. Right now, it is my companies major issue with our ticket system.
Regards, Tony E "Raptus regaliter" [EMAIL PROTECTED] http://www.phoenixwing.com/ Dieter Ringhofer wrote: > Tony schrieb: > > > In the end, I want two times kept per ticket: billable, and > > non-billable. > Hi Toni, > > I implemented this last year without causing unnecessary dublication > of data. > > To get capability to have a correct distinction between billable and > non-billable service and capability to have correct reporting I added > one field to database (content: 0/1). This is most trivial approach to > reach most flexible behaviour within all core functions being offered. > > To be able to use it in reporting without hacking very much in core I > altered several functions related to notes and time accounting. You > find a core field about time needed there. I added one field holding > non-/billable there and hacked (extended) related core functions (read > / write note, add time, design of form, several reports). > > This way I have capability to proof any action taken in every legal > regard and can generate reports, statistics and bills while having > need to add a note about action taken only. > > Drawback: > My implementation is a core hack because overwriting of core functions > didn't work the way needed. This is not the way to go in long terms. > Sad enough it didn't get further to become a module because I don't > have time left to get it working. The way it is now it's not > distributable for having need to patch and test each release of core > product. :(
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