support contracts

[nmneves]

Hello.

Is there a module in OTRS to manage support contracts? Or does anyone know a way of doing it?

Let me try to explain:

We have several customers that either purchase a packet of hours, or a monthly service with a time limit.

Whenever I receive a ticket from this customer, I look at the time already spent. If it is over the limit, we can choose to send an email alerting the fact that the limit has been crossed, or alert the agent creating the ticket.

It would also allow to get monthly lists of the time spent, with details by ticket or requesting user.

Can anyone give a hint on how to implement this?

Thank you,

[keihell]

Hi!!! I need to do exactly the same thing!!!
please tell me if you can do it, howsever you do it.

Thank you!