Hello Everyone, I'm just starting to use RT and its awesome!
Have a few simple questions hopefully someone can quickly answer...? 1) Can you have a request belonging to multiple owners? Often more than one tech handles a call and both spend say an hour each on the call, how does everybody get around this/do it? Is it easily possible? 2) Is there away to pull up a report on amount of "hours worked" on a queue or by an owner? At the moment I don't see it, i think that would be nice because comparing amount of tickets done by owner is one thing but time spend would be another. 3) Last question, is there away or field to specify your working hours. EG MTWTF 08:00 - 17:00 so when you pull reports etc the customer can see you responding within 2 working hours rather than it appearing like 50 hours just because the ticket was logged at 16:00 on Friday afternoon and only resolved on Monday morning. Any ideas on this stuff? Awesome stuff! :) -- Divan Santana Skype: DivanSantana Gtalk/MSN: [EMAIL PROTECTED] Love God, Love People, Love Life! _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
