Additional Time Fields (need "billable time")
Hi all, I may be going about this the wrong way, but I'm trying to add another time field to my tickets, which act the same as the Accounted Time. When adding an agent note or an agent creates a ticket there is the field that says "Time Units (Work Units)" and it is blank, but time gets added, and posted in the ticket on the right side under "Accounted Time". I want to duplicate that, for another set of time called "Billable Time". Not everything I do is billable, sometimes my staff or I might have to revisit an issue, and due to a fault on our side, we have to fix something. We want to track the time, but not bill a customer for it. In the end, I want two times kept per ticket: billable, and non-billable. That said, I have managed to add a FreeText field, but it does not "add" time, it merely keeps the same number, or text, in the field. While this is understandable, I can't seem to get FreeTime to work either, or, I think I might be going about it wrong. I've tried looking up information on customizing OTRS using FreeText or FreeTime, but nothing is very explanatory. Has anyone done this before? Is there an easy way to do this? is there a page on OTRS' site that I'm missing that explains it all easy as pie? I'm tempted to recreate some of the DB structure and hack the perl scripts, but that means less capability to upgrade to newer versions. If it's not possible, perhaps I should take this to the dev list? Thanks, Tony
Tony schrieb:
In the end, I want two times kept per ticket: billable, and non-billable. Hi Toni,
I implemented this last year without causing unnecessary dublication of data. To get capability to have a correct distinction between billable and non-billable service and capability to have correct reporting I added one field to database (content: 0/1). This is most trivial approach to reach most flexible behaviour within all core functions being offered. To be able to use it in reporting without hacking very much in core I altered several functions related to notes and time accounting. You find a core field about time needed there. I added one field holding non-/billable there and hacked (extended) related core functions (read / write note, add time, design of form, several reports). This way I have capability to proof any action taken in every legal regard and can generate reports, statistics and bills while having need to add a note about action taken only. Drawback: My implementation is a core hack because overwriting of core functions didn't work the way needed. This is not the way to go in long terms. Sad enough it didn't get further to become a module because I don't have time left to get it working. The way it is now it's not distributable for having need to patch and test each release of core product. :( -- Mit freundlichen Grüßen / With kind regards Dieter Ringhofer Schönblick 9 74382 Neckarwestheim http://edv-ringhofer.de/ DE813829721
Hi Deiter, Thanks for the reply. Unfortunately, not being super affluent in Perl, a core hack is something that I hope to do as a last resort. I guess I'll pass it along to the dev's and see what they think, and if it's something worth requesting for future addition to OTRS. Right now, it is my companies major issue with our ticket system. Regards, Tony E "Raptus regaliter" jaraeth@phoenixwing.com http://www.phoenixwing.com/ Dieter Ringhofer wrote:
Tony schrieb:
In the end, I want two times kept per ticket: billable, and non-billable. Hi Toni,
I implemented this last year without causing unnecessary dublication of data.
To get capability to have a correct distinction between billable and non-billable service and capability to have correct reporting I added one field to database (content: 0/1). This is most trivial approach to reach most flexible behaviour within all core functions being offered.
To be able to use it in reporting without hacking very much in core I altered several functions related to notes and time accounting. You find a core field about time needed there. I added one field holding non-/billable there and hacked (extended) related core functions (read / write note, add time, design of form, several reports).
This way I have capability to proof any action taken in every legal regard and can generate reports, statistics and bills while having need to add a note about action taken only.
Drawback: My implementation is a core hack because overwriting of core functions didn't work the way needed. This is not the way to go in long terms. Sad enough it didn't get further to become a module because I don't have time left to get it working. The way it is now it's not distributable for having need to patch and test each release of core product. :(
participants (2)
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Dieter Ringhofer -
Tony