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 =================================== Please consider the environment before printing this e-mail Cleveland Clinic is ranked one of the top hospitals in America by U.S.News & World Report (2010). Visit us online at http://www.clevelandclinic.org for a complete listing of our services, staff and locations. Confidentiality Note: This message is intended for use only by the individual or entity to which it is addressed and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. If the reader of this message is not the intended recipient or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. Thank you.