[Vtigercrm-developers] Support Tickets

[Tim Smith]

Hi Joe,

There are several measures of time that should be considered.  Though not
all these may be supported, they will eventually so they need to be thought
about.

"Elapsed Time" is the normal measure of how much time elapsed from open to
close status.

"Effort Time" is a measure of effort and is probably most relevant to the
TTTimecards project.  A support task may stay open for a week but the
support rep might spend an hour here and 15 minutes there until the project
is closed.

"Response Time" is how long we took to respond and is generally evaluated
against a guarantee.  For example, if someone has a "gold" contract then you
might guarantee a response within 30 minutes of opening.  A "platinum"
contract might guarantee a 15 minute response.

"Contract Time" is like Elapsed Time in that the time is measured from open
to close status.  The difference is time is measured differently depending
on (hopefully) configuration and/or a contract associated with the
incident.  A silver contract may guarantee closure in 5 work days.  A gold
contract may guarantee closure within 24 working hours.  A platinum contract
may guarantee closure within 24 hours.  So the silver and gold contract
measure time in work days but platinum guarantees someone will work all
night long to get something done.  The definition of a work day will vary.
For example, 6am to 6pm GMT, Monday through Friday and 8am to 3pm Saturday.
You also have to deal with holidays.

A simple way to handle all these time measures is to allow only one
definition of time.  "We work 9 to 5, Monday to Friday except holidays" and
one definition for a contract.  That way you don't have to support a
contract system.

------------
Ideally, I think what Joeseph requested would be related to "Response Time"
or "Contract Time" because it is what you are guaranteeing.

In MarketForce, we showed a graph that was  Green -> Yellow -> Red.  You
defined an amount of time for each color depending on the contract.  For
example, a platinum contract had 3 minutes for Green, 8 minutes for Yellow
and 4 minutes for Red.  A bar would cross the colors to indicate how much
time had progressed.

For a first version, I would prefer a simple Green/Yellow/Red graphic as
described except there would be only one configuration for time (not based
on contracts).  I would like to see those graphs for Response Time and
Elapsed Time since those are most useful.

Kind regards,
Tim

OnwealdTim


On 9/12/06, Joe Bordes <joe at tsolucio.com> wrote:
>
> Hi Joseph,
>
> I am responsable of the TTTimecards project which associates timecards
> to the support tickets. I find this idea very interesting and will
> implement the "total time taken" with no problem. As for the progress
> bar I need to know how you would measure the progress:
>
> - some subject percentage value
> - total time spent repect of total time that "should" be spent
> - others?
>
> Joe
>
>
>
> El mar, 12-09-2006 a las 09:11 +0100, Joseph Le Brech escribió:
> >
> > Is there a possibility of having a Time Taken field and a Progress bar
> > in vtiger Support Tickets, rather than having to make custom fields
> > for those.
> > CONFIDENTIALITY NOTICE : This message is intended only for the use of
> > the individual or entity to which it is addressed, and may contain
> > information that is privileged, confidential and exempt from
> > disclosure under law. If you are not the intended recipient(s) please
> > note that any form of distribution, copying or use of this
> > communication or the information in it is strictly prohibited and may
> > be unlawful. If you received this in error, please contact the sender
> > and delete the material from any computer.
> >
> > We have taken precautions to minimise the risk of transmitting
> > software viruses, however, you need to carry out your own virus checks
> > on any attachments as we can take no responsibility for any computer
> > virus transferred by way of this email.
> >
> > All views or opinions expressed will be those of the author and not
> > necessarily those of Harry Yearsley Ltd.
> >
> > Business is conducted as under our Terms and Conditions available on
> > request.
> > _______________________________________________
> > Get started with creating presentations online - http://zohoshow.com?vt
>
> _______________________________________________
> Get started with creating presentations online - http://zohoshow.com?vt
-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.vtigercrm.com/pipermail/vtigercrm-developers/attachments/20060912/0b042b1f/attachment-0004.html