[Vtigercrm-developers] Support Tickets

[Joe Bordes]

Thank you for all the detail!!

I will read this email carefully and try to incorporate it into the
project.

Joe.

El mar, 12-09-2006 a las 09:17 -0500, Tim Smith escribió:
> 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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