add support hours to customer

[linus_lindroth]

Hi

I would like the system to keep track of how many support hours a certain customer have bought and how many that have been used up but I can't seem to find any way of doing this?
I have found the setting so each agent must report the time spend on a certain ticket. But I would like to set up a service level agreement in hours worth instead of when they should be escalated for a certain customer. I don't even seem to have understood the meaning of customer. Why can't I include several customers in a customer company?

So is there a way of avoiding having to keep manual track of how many hours we have spent on a certain customer? Can the system alert or at least count down the amount of available support hours for a certain customer?

I would be very greatful for some help here.

[Lorenzo_Marschall]

So is there a way of avoiding having to keep manual track of how many hours we have spent on a certain customer? Can the system alert or at least count down the amount of available support hours for a certain customer?

There is no standard way within OTRS. We do it this way: http://forums.otrs.org/viewtopic.php?f= ... get#p44534

Or you can gather some data using the statistics module, object "TicketAccountedTime". If you grab ArticleAccountedTime, scale it to a monthly base for certain customers, at least you have the values of hours spent for each customer.

hth, Lorenzo