I do not understand exactly what you want to accomplish, but it
looks to me as you can solve this by using a trigger on the database table
(mysql 5.x) ?
dev-bounces <at> otrs.org [mailto:dev-bounces <at> otrs.org] Namens Tony Evans
Verzonden: maandag 26 januari 2009 20:02
Aan: dev <at> otrs.org
Onderwerp: [dev] Feature Request: Billable / Non-Billable Time
We’re testing your community edition of OTRS at the moment, and we’ve recently
enabled some of our customers to access the customer facing side of OTRS.
Our current setup has a “Customer ID” being the customers account number, and
the “Time Units (Work Units)” to be the length of time our technicians have
physically spent dealing with the request. My problem is, however, that
with one time field, that adds time units together (such as it does), we use it
to track billable support time. If a ticket is considered to be our
problem and not billable, we have to change the account number (Customer ID) to
an internally used Customer ID. This prevents the customer from seeing
their ticket as we have just dis-associated that ticket with their company.
So, before I go further… I have tried to configure additional time fields, and
so far I do not get anything like the current time/work units field that adds
time together throughout the life of the ticket. I’ve managed to add
fields that replace whatever value you have specified previously, but nothing
that adds the new amount to a previous amount.
If this IS possible, and I’m doing it wrong, then I wholeheartedly apologize
and would like to ask if there’s some direction you can point me so that I can
edit and/or setup OTRS with the capability to have two time fields, in my case,
one for billable and one for non-billable time accounting. Please keep in
mind that we hope to use OTRS as a helpdesk type of ticket system, so time
tracking, such as would be done for projects tracking does not apply, as we
often have multiple technicians working on issues, with multiple responses back
and forth between my staff and our clients.
If this is not quite feasible with OTRS yet, I’d like to know what it would
take to implement such a feature, as I am not a developer. If the cost
would be negligible, I may be able to have my company speak to your sales about
funding such a project. I only need to know if it can be done, how soon
could it be done, and for what cost? We’d like to see it part of your
community edition so it can be tested and tried before paying for commercial
editions and finding the product may not suit our needs entirely.
you for your time and consideration,
of Systems Administration
LLC, Hosting Services