<br><font size=2 face="sans-serif">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..<br>
<br>
<br>
<br>
<br>
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<td width=40%><font size=1 face="sans-serif"><b>"Tim Smith" <smith.timsmith@gmail.com></b>
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<br><font size=1 face="sans-serif">Sent by: vtigercrm-developers-bounces@lists.vtigercrm.com</font>
<p><font size=1 face="sans-serif">12/09/2006 15:21</font>
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<div align=center><font size=1 face="sans-serif">Please respond to<br>
vtigercrm-developers@lists.vtigercrm.com</font></div></table>
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<div align=right><font size=1 face="sans-serif">To</font></div>
<td><font size=1 face="sans-serif">vtigercrm-developers@lists.vtigercrm.com</font>
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<div align=right><font size=1 face="sans-serif">cc</font></div>
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<div align=right><font size=1 face="sans-serif">Subject</font></div>
<td><font size=1 face="sans-serif">Re: [Vtigercrm-developers] Support Tickets</font></table>
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<br><font size=3>Hi Joe,<br>
<br>
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.<br>
<br>
"Elapsed Time" is the normal measure of how much time elapsed
from open to close status. <br>
<br>
"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. <br>
<br>
"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.
<br>
<br>
"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.
<br>
<br>
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. <br>
<br>
------------<br>
Ideally, I think what Joeseph requested would be related to "Response
Time" or "Contract Time" because it is what you are guaranteeing.<br>
<br>
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. <br>
<br>
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. <br>
<br>
Kind regards,<br>
Tim<br>
<br>
OnwealdTim<br>
<br>
</font>
<br><font size=3>On 9/12/06, <b>Joe Bordes</b> <</font><a href=mailto:joe@tsolucio.com><font size=3 color=blue><u>joe@tsolucio.com</u></font></a><font size=3>>
wrote:</font>
<br><font size=3>Hi Joseph,<br>
<br>
I am responsable of the TTTimecards project which associates timecards<br>
to the support tickets. I find this idea very interesting and will<br>
implement the "total time taken" with no problem. As for the
progress <br>
bar I need to know how you would measure the progress:<br>
<br>
- some subject percentage value<br>
- total time spent repect of total time that "should" be spent<br>
- others?<br>
<br>
Joe<br>
<br>
<br>
<br>
El mar, 12-09-2006 a las 09:11 +0100, Joseph Le Brech escribió: <br>
><br>
> Is there a possibility of having a Time Taken field and a Progress
bar<br>
> in vtiger Support Tickets, rather than having to make custom fields<br>
> for those.<br>
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