Hi Ralph, On Fri, Feb 21, 2003 at 01:18:25PM +0100, Ralph M?ller wrote:
first of all, thanks for your great work! From version to version it gets more and more exciting!
Thanks! :)
One thing I am missing at the moment is an automated recording of the spended time per ticket. We have to report the time spended per ticket, well and I am a little bit forgetful, so sometimes I leave the field empty :-(. Would it be possible to track the time from zooming in a ticket until sending a mail or editing a phone call respectively? If the field for Time units is empty while sending the mail, a popup should appear which reminds one to enter the time spended. Absolutely superb it would be, if the field would be already filled with the time spended since zooming in. After sending the mail the view should switch back to ticket or queue view, respectively.
I don't have a good idea to track the time automatically. Anyway, I added the "Need accounted time" feature to (CVS 1.1). Config option "FrontendNeedAccountedTime" (default 0).
Also I would like to add two states for tickets: feedback and pending feedback. In the ticket view the state feedback should be appear beside new, pending, reminder .... . All tickets with the state 'pending feedback' should be included in 'Pending' and if the pending time is reached they should switch to 'feedback'. Is this just an configuration task or have more to be done?
I think I need to write a chapter for the OTRS doc. But here is the short way: Add "feedback" and "pending feedback" via admin interface (AdminState). Add the following to Kernel/Config.pm [...] $Self->{ViewableStats} = ["'open'", "'new'", "'pending auto close-'", "'pending auto close+'", "'pending reminder'", "'feedback'", "'pending feedback'"]; $Self->{StateAfterPending} = { 'pending auto close+' => 'closed successful', 'pending auto close-' => 'closed unsuccessful', 'pending feedback' => 'feedback', }; [...] Restart your webserver (if you use mdo_perl) and you will have this.
Thanks again Bye Ralph
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972