James,
That would be great if you could share your solution. Right now it
appears to be the only way to do it. Rather unfortunate as the rest
of the OTRS system handles our needs quite nicely.
Thanks,
Jay
On Thu, May 15, 2008 at 12:14 AM, James Taylor
On 15 May 2008, at 06:20, Jay Holler wrote:
I am implementing an OTRS server in my organization and I am looking for a way to identify the number of hours reported in the "Time units (work units):" field by an agent when closing a ticket on a monthly basis by client. I have searched the list and website but have been unable to find a way to do this.
We need exactly the same thing and have been equally surprised not to be able to find such a basic report in OTRS already. I have been using a complex SQL query in the MySQL shell to extract a monthly table of time used by ticket for each customer, and I can show you the SQL for this if you'd like to try doing the same. It's a rather manual process though. :-(
I keep thinking there must be a way to do this within OTRS. Surely there are many people using OTRS who need to bill their customers for the time they used. The existence of the Time Accounting module suggests that the developers recognise this.
I do not have any familiarity with Perl so coding my own solution is not an option for me. Can anyone provide any further information regarding time accounting?
Well, I am comfortable using Perl (it was one of the things that attracted us to OTRS) but we've only recently started using OTRS and there's a lot to learn about the way it is internally structured before writing our own extensions will become feasible. This is eventually what we will have to do, of course, if there really is no existing way to get the monthly time reports out.
Please let me know if you find an answer.
-- James Taylor
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/