Another way to do this might be to use one of the free fields to enable the
agents to select the rate for each ticket - a section of Config.pm might look
like this...
$Self->{"TicketFreeKey1"} = {
'Billing Rate' => 'Billing Rate',
};
$Self->{"TicketFreeText1"} = {
'' => '-',
'Tier 1' => '5',
'Tier 2' => '25',
'Tier 3' => '50',
'Tier 4' => '75',
};
Or whatever your rates might be. Then it would be relatively simple to build
invoices off of this data.
Mike
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Theuns Smuts
Sent: Tuesday, May 30, 2006 4:50 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Billing rates
Hi
Perhaps one way of achieving this would be to create multiple queues e.g.
Rate1, Rate2, Rate3 etc. Tickets can then be moved to the correct queue.
You can then at the end of each month look at tickets in each queue and bill
/ invoice accordingly.
Theuns Smuts
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Thorne Lawler
Sent: 30 May 2006 02:13
To: User questions and discussions about OTRS.org
Subject: [otrs] Billing rates
Folks,
We're implementing OTRS here as a replacement for Kemma software's
"Bridge Tracker" since their mercenary approach to maintenance and
support has bled us dry.
I have now fought my way through installing OTRS on an iPlanet web
server, with an Oracle backend, only to find that we're missing a key
piece of functionality:
We need to be able to associate a billing rate with a ticket, so that
hours worked against that ticket will be billed at the appropriate rate.
Ideally, the user would select the billing rate from a drop-down list of
possible rates, each with its own rate-code. Once a rate was selected, a
ticket would show you the charges for that ticket, based on hours worked
multiplied by that rate.
Is there any way to do this within OTRS?
Thanks in advance.
--
_________________________________
Thorne Lawler
Systems Administrator
t: +61 3 8329 2026
f: +61 3 9326 7588
e: [EMAIL PROTECTED]
Microlistics
A Dawson Group Company
www.microlistics.com.au
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