Yeah, I find it is kind of difficult to express what I mean. John goes to Widgets Inc. John's scheduled appt is 2 hours, but due to varying circumstances, may end up there longer, which is why we need to track time, so we can bill the overage time.
While there, John has 6 different ticket items to work on. We want John to record what was done on a ticket-by-ticket basis, which is where OTRS is perfect. But for any individual ticket, we don't care to record time, as John doesn't usually sit down and work on one ticket from start to end. He might work on ticket 1, then ticket 2, then come back to ticket 1. You get the idea.
One solution we've used in the past is to create a separate ticket JUST for the visit itself. In that case, we could use the free text fields for timestamps and report based on those stamps.
But what I'd REALLY like, and this is where I'm thinking I might need to have another app developed/integrated with OTRS, is to have a "begin visit" button, which then allows picking the client, and then an "end visit" button. Essentially, all this would do is capture a start and end time, along with client and technician ID's to a table, then we could use those timestamps for billing, reporting, etc...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tony Pagliaroli
Sent: Monday, August 11, 2008 2:56 PM
To: otrs@otrs.org
Subject: Re: [otrs] Exploring OTRS
Why not just put some free text fields in the ticket and allow your
agents to log in, enter the start/end time for their activities, then
sum that up in a report? Or is what you're trying to do a bit more
complex than that?
-----Original Message-----
Message: 3
Date: Mon, 11 Aug 2008 14:21:33 -0600
From: Aaron Spurlock