Manage a contract of support reserved days

[HervE]

Hello all,

Here is a special need I'd like to submit to your opinion.

The business case:
Some of our customers have a contract by which we owe them a given number of support reserved days (per year, let's say).
Each time we support them (i.e. for each ticket), we deduct an agreed number of days (depending on the task, for example 1 day, or 0.5 day....) from the total number of the contract.

We'd like to handle that in OTRS.
Has anybody already faced something like that?

I've started to add new columns to customer_company table and map them inside Config.pm (and that's why I wrote ...viewtopic.php?f=61&t=10297 by the way).
Is it the best way to do it?
Or is there anywhere over the Internet a special OTRS package that does more or less this thing?
Or can SLA do the job? (I have to admit I haven't tried SLA very much so far.)
Or is it better to develop something outside OTRS (but using OTRS database)?

Any idea is welcome.

Regards,
HervE

[troffasky]

In a similar thread, Crythias suggested Time Accounting: http://forums.otrs.org/viewtopic.php?f=53&t=10890

[HervE]

Thanks for your answer troffasky.
I will give Time Accounting a try.

Regards,
HervE

[HervE]

Well...

I was enthusiastic about discovering Time Accounting package, but in the end I am disappointed, for several reasons:

• It is 'only' to manage users' hours, there is even no link neither to the tickets nor to the customers (so what's the reason of having it in OTRS?)
• It is not well structured in my opinion, since for instance I'd like to have tasks depending on a project
• It doesn't fit my need. Even though I might use the project and task tables for something else they were designed, the adaptation of the module would be at least as tough as creating a new module myself

So I'm still looking for a better idea, answers to my initial questions.

(But it was worth giving it a try, now I know )

HervE