Another way to do this might be to use one of the free fields to enable the agents to select the rate for each ticket - a section of Config.pm might look like this... $Self->{"TicketFreeKey1"} = { 'Billing Rate' => 'Billing Rate', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Tier 1' => '5', 'Tier 2' => '25', 'Tier 3' => '50', 'Tier 4' => '75', }; Or whatever your rates might be. Then it would be relatively simple to build invoices off of this data. Mike -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Theuns Smuts Sent: Tuesday, May 30, 2006 4:50 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Billing rates Hi Perhaps one way of achieving this would be to create multiple queues e.g. Rate1, Rate2, Rate3 etc. Tickets can then be moved to the correct queue. You can then at the end of each month look at tickets in each queue and bill / invoice accordingly. Theuns Smuts -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thorne Lawler Sent: 30 May 2006 02:13 To: User questions and discussions about OTRS.org Subject: [otrs] Billing rates Folks, We're implementing OTRS here as a replacement for Kemma software's "Bridge Tracker" since their mercenary approach to maintenance and support has bled us dry. I have now fought my way through installing OTRS on an iPlanet web server, with an Oracle backend, only to find that we're missing a key piece of functionality: We need to be able to associate a billing rate with a ticket, so that hours worked against that ticket will be billed at the appropriate rate. Ideally, the user would select the billing rate from a drop-down list of possible rates, each with its own rate-code. Once a rate was selected, a ticket would show you the charges for that ticket, based on hours worked multiplied by that rate. Is there any way to do this within OTRS? Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler@microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________ _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.