Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
Not tested, but very close. Should work with 3.8.9 and may be a few
versions older.
file: local/html/Callbacks/MandatoryFields/Ticket/Update.html/BeforeUpdate
content:
%ARGS
$TicketObj
$ARGSRef = {}
$skip_update = undef
$results = []
/%ARGS
%INIT
my $value = $ARGSRef-{'UpdateTimeWorked'};
return if defined $value length $value;
$$skip_update = 1;
push @$results, loc(You have to define time worked);
/%INIT
On Tue, Mar 15, 2011 at 3:46 PM, Pena, Christian
christian.p...@corp.earthlink.com wrote:
This is something that has probably been asked on the lists many time so
bear with me.
I want to make the “Worked” field mandatory on every ticket update. I read
references on the need to do Call Backs but not sure what Syntax to use to
achieve this. Can anyone point me in the right direction?
Thanks!
Christian Pena
Network Engineer Supervisor
EarthLink Business
E: christian.p...@corp.earthlink.com
O: 786-363-0460 | F: 786-363-0206
STS Telecom is now EarthLink Business
--
Best regards, Ruslan.
Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
Christian, While I hope that Ruslan's solution works for you - and it may be one that I implement myself. I've approached this problem differently in the past. Generally, I've viewed this issue as a management issue. As such I've developed external reports from RT that tell me how much time individuals have worked on specific queues. The SQL query I use to build these reports gives me a detailed report that I then use Excel PivotTables to provide the summaries I need. Here is the SQL: SELECT t.id, t.Subject, tr.TimeTaken, tr.Created, u.Realname FROM (Tickets AS t INNER JOIN Transactions AS tr ON t.id = tr.ObjectId) INNER JOIN Users AS u ON tr.Creator = u.id WHERE t.EffectiveId = t.id AND t.Status = 'resolved' AND t.Resolved = '2010-03-01%' AND (t.Status NOT LIKE '%Event%' OR t.Status NOT LIKE 'Log File%') AND tr.ObjectType = 'RT::Ticket' AND (tr.Type = 'Comment' OR tr.Type = 'Correspond') AND tr.TimeTaken 0 ORDER BY u.RealName, t.id, tr.Created; While some of this SQL is specific to my situation (i.e. the entire (t.Status NOT LIKE '%Event%' OR t.Status NOT LIKE 'Log File%') AND line can be removed), the command provides all the information you will need to provide very detailed reports on Time Worked across Tickets. (NOTE in the SQL I also ONLY look for transactions with Time (i.e. tr.TimeTaken 0) you can easily remove that line or change it to tr.TimeTaken = 0 to include Transactions in which there is no time entered. Anyway... I use this report to keep my technicians in line by showing them the difference of how much work time they logged compared to actual time worked. Also, this type of analytical data is very useful during reviews, such as if a person is only accounting for 50-60% of their time, then they aren't following company policy very well. I'm sure you get the idea... and if you are looking for simple enforcement Ruslan's method looks pretty clean - as always! Thanks, Mike On Mar 15, 2011, at 8:46 AM, Pena, Christian wrote: This is something that has probably been asked on the lists many time so bear with me. I want to make the “Worked” field mandatory on every ticket update. I read references on the need to do Call Backs but not sure what Syntax to use to achieve this. Can anyone point me in the right direction? Thanks! Christian Pena Network Engineer Supervisor EarthLink Business E: christian.p...@corp.earthlink.com O: 786-363-0460 | F: 786-363-0206 STS Telecom is now EarthLink Business
Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
On Tue, Mar 15, 2011 at 07:46:09AM -0500, Pena, Christian wrote: This is something that has probably been asked on the lists many time so bear with me. http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg28060.html ;)
Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
Christian, I couldn't find an easy way to do this without a lot of mods to the RT code (which I'm REAL BAD at as a beginner in perl), so I wrote a scrip work-around. If someone tries to resolve a ticket without any TimeWorked, I re-set the status to Stalled and send them an email telling them what I did and why. I also set a CF to a value I use for the email notification. Let me know if that's the way you want to go. Kenn LBNL On Tue, Mar 15, 2011 at 5:46 AM, Pena, Christian christian.p...@corp.earthlink.com wrote: This is something that has probably been asked on the lists many time so bear with me. I want to make the “Worked” field mandatory on every ticket update. I read references on the need to do Call Backs but not sure what Syntax to use to achieve this. Can anyone point me in the right direction? Thanks! *Christian Pena* Network Engineer Supervisor *EarthLink Business* *E: *christian.p...@corp.earthlink.com *O:* 786-363-0460 | *F:* 786-363-0206 *STS Telecom is now EarthLink Business*
Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
We use RT for supporting customers and often times there are multiple phone calls on a single RT case. So simply forcing time Worked on Resolution is not what I am looking for. I am trying to track how long each person is taking supporting different things. I have tried to mandate people to update the Worked field on every update, but I think I need a to whip them harder or code a better solution J Christian Pena Network Engineer Supervisor EarthLink Business E: christian.p...@corp.earthlink.com O: 786-363-0460 | F: 786-363-0206 STS Telecom is now EarthLink Business From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, March 15, 2011 12:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mandatory Time Worked Field on Ticket Updates Christian, I couldn't find an easy way to do this without a lot of mods to the RT code (which I'm REAL BAD at as a beginner in perl), so I wrote a scrip work-around. If someone tries to resolve a ticket without any TimeWorked, I re-set the status to Stalled and send them an email telling them what I did and why. I also set a CF to a value I use for the email notification. Let me know if that's the way you want to go. Kenn LBNL On Tue, Mar 15, 2011 at 5:46 AM, Pena, Christian christian.p...@corp.earthlink.com wrote: This is something that has probably been asked on the lists many time so bear with me. I want to make the Worked field mandatory on every ticket update. I read references on the need to do Call Backs but not sure what Syntax to use to achieve this. Can anyone point me in the right direction? Thanks! Christian Pena Network Engineer Supervisor EarthLink Business E: christian.p...@corp.earthlink.com O: 786-363-0460 | F: 786-363-0206 STS Telecom is now EarthLink Business
Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
Christian, The option I offered you can certainly be modified for a different condition (like On Transaction, or if the value of some other field is modified, etc.). You just have to decide what condition (simple or complex) you want. I'll help you if you want. Kenn LBNL On Tue, Mar 15, 2011 at 9:27 AM, Pena, Christian christian.p...@corp.earthlink.com wrote: We use RT for supporting customers and often times there are multiple phone calls on a single RT case. So simply forcing time Worked on Resolution is not what I am looking for. I am trying to track how long each person is taking supporting different things. I have tried to mandate people to update the Worked field on every update, but I think I need a to whip them harder or code a better solution J *Christian Pena* Network Engineer Supervisor *EarthLink Business* *E: *christian.p...@corp.earthlink.com *O:* 786-363-0460 | *F:* 786-363-0206 *STS Telecom is now EarthLink Business* *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* Tuesday, March 15, 2011 12:04 PM *To:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Mandatory Time Worked Field on Ticket Updates Christian, I couldn't find an easy way to do this without a lot of mods to the RT code (which I'm REAL BAD at as a beginner in perl), so I wrote a scrip work-around. If someone tries to resolve a ticket without any TimeWorked, I re-set the status to Stalled and send them an email telling them what I did and why. I also set a CF to a value I use for the email notification. Let me know if that's the way you want to go. Kenn LBNL On Tue, Mar 15, 2011 at 5:46 AM, Pena, Christian christian.p...@corp.earthlink.com wrote: This is something that has probably been asked on the lists many time so bear with me. I want to make the “Worked” field mandatory on every ticket update. I read references on the need to do Call Backs but not sure what Syntax to use to achieve this. Can anyone point me in the right direction? Thanks! *Christian Pena* Network Engineer Supervisor *EarthLink Business* *E: *christian.p...@corp.earthlink.com *O:* 786-363-0460786-363-0460 | *F:* 786-363-0206786-363-0206 *STS Telecom is now EarthLink Business*
Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
Then that would be great. Can you send me an example of your scrip? Christian Pena Network Engineer Supervisor EarthLink Business E: christian.p...@corp.earthlink.com O: 786-363-0460 | F: 786-363-0206 STS Telecom is now EarthLink Business From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, March 15, 2011 12:31 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mandatory Time Worked Field on Ticket Updates Christian, The option I offered you can certainly be modified for a different condition (like On Transaction, or if the value of some other field is modified, etc.). You just have to decide what condition (simple or complex) you want. I'll help you if you want. Kenn LBNL On Tue, Mar 15, 2011 at 9:27 AM, Pena, Christian christian.p...@corp.earthlink.com wrote: We use RT for supporting customers and often times there are multiple phone calls on a single RT case. So simply forcing time Worked on Resolution is not what I am looking for. I am trying to track how long each person is taking supporting different things. I have tried to mandate people to update the Worked field on every update, but I think I need a to whip them harder or code a better solution J Christian Pena Network Engineer Supervisor EarthLink Business E: christian.p...@corp.earthlink.com O: 786-363-0460 | F: 786-363-0206 STS Telecom is now EarthLink Business From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, March 15, 2011 12:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mandatory Time Worked Field on Ticket Updates Christian, I couldn't find an easy way to do this without a lot of mods to the RT code (which I'm REAL BAD at as a beginner in perl), so I wrote a scrip work-around. If someone tries to resolve a ticket without any TimeWorked, I re-set the status to Stalled and send them an email telling them what I did and why. I also set a CF to a value I use for the email notification. Let me know if that's the way you want to go. Kenn LBNL On Tue, Mar 15, 2011 at 5:46 AM, Pena, Christian christian.p...@corp.earthlink.com wrote: This is something that has probably been asked on the lists many time so bear with me. I want to make the Worked field mandatory on every ticket update. I read references on the need to do Call Backs but not sure what Syntax to use to achieve this. Can anyone point me in the right direction? Thanks! Christian Pena Network Engineer Supervisor EarthLink Business E: christian.p...@corp.earthlink.com O: 786-363-0460 | F: 786-363-0206 STS Telecom is now EarthLink Business
Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
Christian,
Sure. The first one checks for TimeWorked when the ticket is resolved. If no
TImeWorked, it sets the status to Stalled and sets a CF Value in order to
trigger an email notification:
Scrip1 - Check for TimeWorked:
Condition: On Resolve
Action: user-Defined
Template: Global template: Blank
Stage: TransactionBatch
Custom Action Prep Code:
# Set initial values
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = new RT::CustomField($RT::SystemUser);
my $timeworked = $ticket-TimeWorked;
# Set value for CF Work-State if TimeWorked not set
my $cf_name = Work-State;
my $cf_value = TIME WORKED NOT SET;
unless ($timeworked)
{
$cf_obj-LoadByName(Name=$cf_name);
$RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$ticket-SetStatus(stalled);
}
return 1;
Custom Action Cleanup Code:
return 1;
Of course, you might want to change the condition to User-Defined and code
up your trigger.
Then, there is the Email notification that the ticket owner didn't set
TimeWorked in his ticket:
I had to add a new type of Action called AutoReply to Owner so I could use
it.
Scrip 2 - Notify Owner on No Time
Condition: User-Defined
Action: AutoReply to Owner
Template: Global template: Owner Time not Set
Stage: TransactionBatch
Custom Condition Code:
# Set initial values
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $state = $ticket-FirstCustomFieldValue('Work-State');
# Check for trans status of stalled and the CF Work-State
# for TIME WORKED NOT SET
return ($trans-Type eq Status
$trans-NewValue eq stalled
$state eq TIME WORKED NOT SET);
That's it. The reason I had to add the new AutoReply to Owner is because I
have my configuration set for NotifyActor, 0. So, the owner is the actor
and he wouldn't get an email when he did that transaction. I believe the RT
Essentials has instructions on this, but if you get confused, let me know
and I'll send you step by step instructions.
Lot's of luck.
Kenn
LBNL
On Tue, Mar 15, 2011 at 9:37 AM, Pena, Christian
christian.p...@corp.earthlink.com wrote:
Then that would be great. Can you send me an example of your scrip?
*Christian Pena*
Network Engineer Supervisor
*EarthLink Business*
*E: *christian.p...@corp.earthlink.com
*O:* 786-363-0460 | *F:* 786-363-0206
*STS Telecom is now EarthLink Business*
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* Tuesday, March 15, 2011 12:31 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
Christian,
The option I offered you can certainly be modified for a different
condition (like On Transaction, or if the value of some other field is
modified, etc.). You just have to decide what condition (simple or complex)
you want. I'll help you if you want.
Kenn
LBNL
On Tue, Mar 15, 2011 at 9:27 AM, Pena, Christian
christian.p...@corp.earthlink.com wrote:
We use RT for supporting customers and often times there are multiple phone
calls on a single RT case. So simply forcing time Worked on Resolution is
not what I am looking for.
I am trying to track how long each person is taking supporting different
things. I have tried to mandate people to update the Worked field on every
update, but I think I need a to whip them harder or code a better solution
J
*Christian Pena*
Network Engineer Supervisor
*EarthLink Business*
*E: *christian.p...@corp.earthlink.com
*O:* 786-363-0460786-363-0460 | *F:* 786-363-0206786-363-0206
*STS Telecom is now EarthLink Business*
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* Tuesday, March 15, 2011 12:04 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Mandatory Time Worked Field on Ticket Updates
Christian,
I couldn't find an easy way to do this without a lot of mods to the RT code
(which I'm REAL BAD at as a beginner in perl), so I wrote a scrip
work-around. If someone tries to resolve a ticket without any TimeWorked,
I re-set the status to Stalled and send them an email telling them what I
did and why. I also set a CF to a value I use for the email notification.
Let me know if that's the way you want to go.
Kenn
LBNL
On Tue, Mar 15, 2011 at 5:46 AM, Pena, Christian
christian.p...@corp.earthlink.com wrote:
This is something that has probably been asked on the lists many time so
bear with me.
I want to make the “Worked” field mandatory on every ticket update. I read
references on the need to do Call Backs but not sure what Syntax to use to
achieve this. Can anyone point me in the right direction?
Thanks!
*Christian Pena*
Network Engineer Supervisor
*EarthLink Business*
*E
