As a feature
request, would it possible to add a field called "Rate" and another called
"Charges"?
In this way we could
have "Work Units" equal the amount of time spent on a ticket, "Rate" equal the
engineer's billing rate, and "Charges" be calculated by the system to equal
"Work Units" times "Rate".
One more
thing... :-)
Would it be possible
to have the Charges calculation done for each response to a ticket, because as a
ticket gets escalated, the senior engineer who closes the ticket by solving
the problem will be charging a higher rate than the junior engineer who
first opened the ticket but who was unable to solve the problem. There also then
ought to be a "Total Charges for This Ticket" field, equal to the sum of all of
the "Charges" made by everyone who worked on the ticket.
And then :-) too it
would be nice to have two reports; one which shows the sum of all of the "Total
Charges for This Ticket" for all of the tickets in a given queue (I am thinking
of a subqueue for each client called "To Be Billed" and another subqueue called
"Already Billed in 2003"). The second report would show, for each engineer, the
number of hours they billed during a given period, and the amount of revenue
they generated, in total and by client, during that same
period.
Not too much to ask,
is it? ;-)
Thanks!!!
Mark
P.S. In all
seriousness, even for internal help desks that don't actually charge customers,
having reports that enable the desk managers to track how productive their
employees are, and which can also justify their department's budget to upper
management, especially these days, I'm sure would be welcomed by many OTRS
users.
_____________________________________________
A
Message From...
L. Mark
Stone
President
Reliable Networks of
Maine, LLC
477 Congress Street, 5th Floor
Portland, ME
04107
Tel: (207) 772-5678
Cell: (917) 597-2057
Email:
LMStone@RNoME.com
Private: LMStone@LMStone.com
Web: http://www.rnome.com