Wow - talk about not seeing the forest for the trees! I completely missed that the Transaction table has its own TimeWorked field. Ugh. Thanks, and sorry. :-)
Fran Fabrizio wrote: >> 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
