Differentiate between day / night shift work units

[soos]

Hi,

We're moving from Kayako to OTRS soon, and in Kayako we developed a rudimentary time tracking module to be able to log work units for a ticket and differentiate between the day and night shifts. I am now working on adding dynamic fields to the tickets so that the same information can be logged on a per ticket basis and then just sum everything up in a frontend tab.

Is there a smarter way to do it or has this already been done but I've just not found it?

[crythias]

I don't know how I'd need to differentiate... I use the time entry field.

[reneeb]

I've written a (commercial) TimeTracking add on (see mail) that logs the start and end time. So it should be fairly simple to enhance that add on...

[soos]

I don't know how I'd need to differentiate... I use the time entry field.

We use different rates for day and night shifts, we invoice the customer for the time spent later so we need to be able to track how much time was used by the on call staff and the day shift separately, per ticket.

For example:
- Day shift spends 120 minutes setting up the environment for the customer
- Night shift spends 60 minutes migrating the customer into the new environment in off hours.
Or:
- VMware host crashes in the day time and night time are billed differently.

[crythias]

Since I know the timestamp of an article, I can use that to differentiate the shift.

viewtopic.php?t=12546 can help.

You get information grouped by agent (which probably is relevant to shift anyway) OR you can add a fake column:

Code: Select all

IF(TIME(a.create_time) BETWEEN '00:00:01' AND '07:59:59' OR TIME(a.create_time) BETWEEN '21:00:00' and '24:00:00', 1, 0) as offshift

(where 1 is true and 0 is false) (a. or article. or whatever is appropriate)

[soos]

Since I know the timestamp of an article, I can use that to differentiate the shift.

viewtopic.php?t=12546 can help.

You get information grouped by agent (which probably is relevant to shift anyway) OR you can add a fake column:

Code: Select all

IF(TIME(a.create_time) BETWEEN '00:00:01' AND '07:59:59' OR TIME(a.create_time) BETWEEN '21:00:00' and '24:00:00', 1, 0) as offshift

(where 1 is true and 0 is false) (a. or article. or whatever is appropriate)

Thanks, that leaves me with just one small problem basically, I need to be able to change the time. It's not always the case that the tech will add the note with the amount of time spent upon completion or even during his current shift, I need to be able to set the date for when the work units were used. Do you know of a solution for that?

[crythias]

I need to be able to set the date for when the work units were used. Do you know of a solution for that?

But if not, some crazy machination to use an *article* DynamicField's date entry..

viewtopic.php?f=53&t=16009#p77686

Edit: add article as necessary.