[Vtigercrm-developers] Support Tickets

Tue Sep 12 07:41:19 PDT 2006

Maybe if people have different ways of doing things, then maybe a Time 
data type could be required in the custom fields, and maybe rather than 
custom fields to always be called custom fields from the area in a form 
maybe a "category name" could be assigned to the fields so that they are 
grouped together by whatever category name they were given..

"Tim Smith" <smith.timsmith at gmail.com> 
Sent by: vtigercrm-developers-bounces at lists.vtigercrm.com
12/09/2006 15:21
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Re: [Vtigercrm-developers] Support Tickets

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.
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