Emmanuel Lacour wrote:
On Wed, Jan 13, 2010 at 12:18:15PM +0100, Carlos Garcia Montoro wrote:Hi, My institution is being enforced to calculate the costs of the services that it provides in a currency that we call "Service Unit" ("SU" for short). We have some queues that represent different kinds of work provided by us, so I have created a custom field called SU, which is applied to tickets, no matter their queue (it is applied to many different queues). Depending on the queue, the value of SU could be calculated based on the value of other custom fields. For example, let us have three queues Q1, Q2 and Q3. Tickets of Q1 have SU, CFQ1A and CFQ1B custom fields, whereas tickets of Q2 have SU and CFQ2A. Tickets of Q3 only have one custom field, which is SU. - If the queue of a ticket is Q1, then SU = CFQ1A + CFQ1B - If the queue of a ticket is Q2, then SU = 3 x CFQ2A. - If the queue of a ticket is Q3, then the value of SU should be manually introduced. This simplified problem shows what I want to do. In my real problem, there are more queues and the formulas for computing SUs are not as easy as those. I would like to compute the value of SU automatically when it is possible rather than introducing its value manually. Is there an relatively easy way to do this? Can scrips help me?Of course you can (should?) use scrips for this. Action seems easy, just set a CF value based on other CFs and queue. What is not clear is when do you need to fill this CF in the ticket life (at resolve time?).
Yes, usually these CF values are established when the ticket is being resoled.
Looks at http://wiki.bestpractical.com/ for scrips examples with customfields uses.
Thank you for the advice. I'll do.
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-- _______ _______________________________________________________________ | __ __ | Carlos García Montoro Ingeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigación cgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |_______| España / Spain Fax: +34 963543488
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