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Billing after Ticket is Closed [message #148623] Tue, 01 September 2020 08:16 Go to next message
ffischer is currently offline  ffischer
Messages: 22
Registered: April 2017
Hello,
is it possible and wen yes ... how ?

Problem: my actually ticket system counts the used Time when ticket is open.
Sometimes when i need to edit the time recording and change the last Post on the ticket from 1 minute to 30 minutes.

So the ticket is opnen vor edit, time is running, for for example 30minutes,
then later i add manually a time because i had so reboot the client server that need 30minutes in Time.

Totally Ticket time is so 1hour.
Ticket is finisched so i answer the ticket ... every thing is finde ticket Close.

now a email need automaticly send to the billing departmend with information that the ticket with id: 838383
is closed ... time used 60minutes.

The billing departmend can now create a bill to customer.

how is this possible ?

best regards
Frank
Re: Billing after Ticket is Closed [message #148666 is a reply to message #148623] Wed, 09 September 2020 13:54 Go to previous messageGo to next message
ffischer is currently offline  ffischer
Messages: 22
Registered: April 2017
every thing is working i think .. only what is actually missing is.

Automaticly time Recording (editing is no Problem) and
on Ticket Close send mail to billing departmend with a mailtemplate that contains to totally need Time for Ticket.
Re: Billing after Ticket is Closed [message #148683 is a reply to message #148666] Tue, 15 September 2020 12:01 Go to previous messageGo to next message
ffischer is currently offline  ffischer
Messages: 22
Registered: April 2017
Hi,
some news ?

i had create a Workarround .. so i use the Reports
an Create a new Report with edite the KQL Statment.


SELECT 'Tickets.Ticket Mask ID', 'Tickets.Subject', 'Tickets.Department', 'Tickets.Type', 'Tickets.Status', 'Tickets.Priority', 'Tickets.Full Name', 'Tickets.Email', 'Ticket Billing.Time Spent', 'Ticket Billing.Time Billable' FROM 'Ticket Billing', 'Tickets' WHERE 'Ticket.Status = Closed' AND 'Tickets.Resolved Date' >= Today() MULTIGROUP BY 'Ticket Billing.Creation Date':DayName, 'Tickets.Type', 'Users.Full Name'

So i get a Report with all Tickets with Status Resolved and Resolved Date from Today (i run it <_at_> 5mins before midnight.)

i will test Very Happy

Re: Billing after Ticket is Closed [message #148906 is a reply to message #148683] Thu, 22 October 2020 13:33 Go to previous messageGo to next message
ffischer is currently offline  ffischer
Messages: 22
Registered: April 2017
Hello,
maybe some Problem with the KQL Statement.

Does not really good work.

maybe someone can help.

Need a Report with all resolved/Closed Tickets from Today where a Billing is made.

Test With:
SELECT 'Tickets.Ticket Mask ID', 'Tickets.Subject', 'Tickets.Department', 'Tickets.Type', 'Tickets.Status', 'Tickets.Priority', 'Tickets.Full Name', 'Tickets.Email', 'Ticket Billing.Time Spent', 'Ticket Billing.Time Billable' FROM 'Ticket Billing', 'Tickets' WHERE 'Ticket.Status' = 'Geschlossen' AND 'Tickets.Resolved Date' >= Today() MULTIGROUP BY 'Ticket Billing.Creation Date':DayName, 'Tickets.Type', 'Users.Full Name'

No report comes - no Data

But i hat a ticket set to geschlossen with Billing of 15minutes - this should be comes up

[Updated on: Thu, 22 October 2020 13:39]

Report message to a moderator

Re: Billing after Ticket is Closed [message #148944 is a reply to message #148906] Wed, 28 October 2020 09:46 Go to previous message
ffischer is currently offline  ffischer
Messages: 22
Registered: April 2017
Maybe i found the Problem.
Syntax Fail.
i will test
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