Using OTRS to manage charging customers

jaccort · Post by **jaccort** » 23 Jul 2013, 13:55

Hi,

I already have OTRS set up and I'm very happy - I use it as part of an MSP business to track tickets as they come in. What I'm looking to do now is extend things so that not only can I keep track of work units, I can also keep track of any items I've bought for a customer with a view to invoicing them.

As far as I can tell, this is not part of OTRS' core functionality, nor is there an add-on available (either free or commercial) that would achieve this. So I'm on my own.

My plan is:

Set up a dynamic field for "Purchases" and enable this dynamic field in ticket notes and replies. (DONE).
Have some sort of process to either report on chargeable items or otherwise notify when something chargeable has been logged so that the client may be invoiced accordingly.

The problem is, I'm not sure how I'd go about solving the second part of the problem. I can't see how one can include dynamic fields in the content of reports, nor can I see how a generic agent might notify accounts (eg. by raising a ticket when there is something in the system that needs invoicing). Perhaps this is something that would have to be developed further with the Generic Interface?

Any suggestions?