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.p...@corp.earthlink.com O: 786-363-0460 | F: 786-363-0206 STS Telecom is now EarthLink Business From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, March 15, 2011 12:04 PM To: rt-users@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.p...@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.p...@corp.earthlink.com O: 786-363-0460 | F: 786-363-0206 STS Telecom is now EarthLink Business
