Multiple services in the same ticket

[rcruise]

Hi all,

We're currently implementing OTRS and are looking for ways to have multiple services in the same ticket. I'll explain the background to the problem. We're using OTRS to provide support to our customers. The customer can request various types of support (remote, onsite, etc) and their SLA. The combination of service and SLA determines the hourly rate for the job.

Our agents charge hours against the ticket by putting in their accounted hours when they post updates, etc. This then accumulates in the details panel on the right and we send a report of this to accounts to be charged to the customer. The issue is that many bigger jobs require a combination of different services and this is not reflected in the overall report. I know that I can create a Master/Slave relationship between tickets but this doesn't affect the accounted time or service, and makes it more difficult for accounts to price the tickets

Ideally what I'd like is as system where

-We define the various Services and SLAs and how much they cost per hour
-A customer creates a ticket and can see the hourly rate per service
-When agents add accounted time to the ticket they can select what type of service they performed
-When the ticket is closed off it calculates the overall cost and sends a very simple summary to accounts, who can then bill the customer

I realise this would involve some pretty drastic code changes and probably some new database tables and webpages. So I was wondering if anyone here has implemented any of the tasks set out above, or even anything similar and could give me some pointers or tips on where to look?

I should also say that I'm an experienced programmer and web developer, but that I've little experience of Perl and not much on the OTRS backend so if you could provide a fair bit of detail in your answers I'd appreciate it.

Thanks,

Richard Cruise