Jim, RT has a tool called "My Day" and it adds the value entered to *TimeWorked*. It lists all "new" and "open" tickets "owned" by the user. That works for us because we don't let anyone *modify* a Ticket unless they are the owner. Perhaps a procedure where an "owner" keeps adding their "time worked" until they are done and then they trigger a notice to the team or whoever might do the next step and then that person/someone on team can "Steal" it or alternatively, the *previous* owner can "give" it to the *next owner* and then they do their work, also using "My Day" to enter their time. The Problem would be getting one persons time separated from another. Perhaps a scrip that put one owners time in a CF when triggered by changing owners. That same scrip could *zero out* "Time Worked". Then when the ticket is "resolved" (or whatever the next step is), another scrip tally's up the time in each CF "Time by Owner" and *re-sets* the *TimeWorked* for a total time.
Just a thought. Hope it helps. Kenn LBNL On Tue, Aug 3, 2010 at 9:45 AM, Jim Tambling <[email protected]>wrote: > Kenn, > > I might not have explained it properly. I want a field that the user can > fill in with how much time they worked on that portion of the ticket, I > am trusting them to enter the correct data. The TimeWorked field is very > easy to overwrite so I want a per-post entry with a total displayed in > the ticket summary. Maybe it is possible to do something like that? The > 'time worked' value would ideally be a mandatory field in each post. > > Regards, Jim > > -----Original Message----- > From: [email protected] > [mailto:[email protected]] On Behalf Of Kenneth > Crocker > Sent: 03 August 2010 16:33 > To: [email protected] > Subject: Re: [rt-users] MAndatory CF per post > > Jim, > > How would RT know how much time that was? If the user is working on the > program or problem or design or just thinking about the problem, he > won't be > in RT hitting "enter" for every minute he is thinking on a ticket and > there > is no time clock going off to determine how much time the person is > spending > doing that task. RT will only know of the time the guy signs on, starts > a > transaction and completes a transaction. You could design a time clock > for a > ticket and have procedures that require (I don't know how you would > *monitor > * anyone following such procedure) a person enter a "check-in" time for > a > ticket and then a "check-out" time. But that just may be trying to put > too > fine a granularity on the issue. Somewhere down the line, you have to > just > trust the guy when he says he worked 20 hours on something. Just my > opinion, > of course. > > Kenn > LBNL > > > > > On Tue, Aug 3, 2010 at 3:45 AM, Jim Tambling > <[email protected]>wrote: > > > Hi all, > > > > > > > > Is there a way to enter CF values in each individual post made to a > ticket? > > What I am trying to achieve is a way of logging how much time an > engineer > > spends working on each part of a request. The time worked field is no > good > > to us as we want something that is updated dynamically from each post, > so > > the managers can view the total time worked on a ticket and the time > worked > > on each individual post. Is this at all possible? > > > > > > > > Regards, Jim > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > No virus found in this incoming message. > Checked by AVG - www.avg.com > Version: 9.0.851 / Virus Database: 271.1.1/3046 - Release Date: 08/02/10 > 18:59:00 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com >
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