[rt-users] Billing for RT customer service.
Hi all, We use RT to perform customer service for our client. RT doesn't really have a good way for us to get the numbers we need to bill our clients. It's easy to get the number of tickets handled, but getting the number of emails sent external (to consumers) during a given time period seems to be pretty difficult (and I have a fair amount of experience with the RT API). Any advice on getting this data? Thanks! -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Billing for RT customer service.
RT::Extension::ActivityReports will get you get a list of all of the messages exchanged. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Billing for RT customer service.
Hi Todd, We've taken to reporting against the RT database directly. We use custom fields to track the customer, project, billing status, invoice number, etc. Works well. Good luck, Andy Todd Chapman wrote: > Hi all, > > We use RT to perform customer service for our client. RT doesn't > really have a good way for us to get the numbers we need to bill our > clients. It's easy to get the number of tickets handled, but getting > the number of emails sent external (to consumers) during a given time > period seems to be pretty difficult (and I have a fair amount of > experience with the RT API). > > Any advice on getting this data? Thanks! > > -Todd -- === xforty technologies Andrew Libby ali...@xforty.com http://xforty.com === ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Billing for RT customer service.
On Thu 29.Oct'09 at 15:39:58 -0400, Todd Chapman wrote: > Hi all, > > We use RT to perform customer service for our client. RT doesn't > really have a good way for us to get the numbers we need to bill our > clients. It's easy to get the number of tickets handled, but getting > the number of emails sent external (to consumers) during a given time > period seems to be pretty difficult (and I have a fair amount of > experience with the RT API). You'd probably need to iterate over transactions to get this right. I'd start with an RT::Transactions collection, limit it down as best you can by date and then filter using IsInbound. You could go further and join the Transaction creator to GroupMembers to make sure you find only things created by Unprivileged. > > Any advice on getting this data? Thanks! > > -Todd > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
