> Why go after the transactions? The ticket has its own "TimeWorked" field, > which _should_ be cumulative of "TimeWorked" entries from transactions. Right. I want the TimeWorked in a particular time period, not the life of the ticket. Some of the TimeWorked comes from TimeWorked update transactions, where I can easily do NewValue - OldValue to arrive at the TimeWorked of that transaction, but some TimeWorked is attached to a Comment and does not appear as a separate transaction.
Why? Because I've been asked to produce reports of where staff are spending their time each week. Our tickets have lifetimes of 5 minutes to 5 months, depending on queue and purpose. That system has worked well for us for 5+ years, so we're not interested in reinventing our workflow, but would like to service the request for these reports if possible. The data is there somewhere - when you view a ticket, you can see each increment of TimeWorked in the History, even in cases where it was entered as part of a comment. In the case where TimeWorked was attached to a comment, it appears I may need to descend/follow into the comment to get at it, or similar - that's what I am asking. How/where is the individual increment of TimeWorked stored in the case where it is part of a comment transaction? Thanks, Fran -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 _______________________________________________ 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
