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1. Fill in  the existing clarifying fields in RT 100% of the time.  Content in them needs to reliably available and correct.  These are at the heart of the measurement process.  The ones that matter for every ticket are:
   - Warranty Coverage
   - Manufacturer
   Others matter only for tickets of certain types, but need to be there when they apply:
   - PMAT # 
   - Order Repair #
   - Labor Reimbursement
2. Change or Create new custom fields to clarify and document billing and use them 100% of the time:
   1. price of the repair.  This numerical field would hold the amount expected to be paid for by someone, whether a manufacturer warranty reimbursement, cost object billing, credit card payment, etc. 
   2. billing method.  This pulldown text field would specify how the client was expected to pay: warranty reimbursement, cost object, credit card, etc.  This would tell us what kind of SAP transaction we ought to be looking in for the matching revenue event

      Note
      On 6/18 Rob noticed two new custom fields: "Hardware Charge" and "Software Charge".  These should be added to the list of have-to-be-there fields.

   3. "Failed Part" could be changed into converted into a pick list and be used to indicate the kind of repair required - "hard disk", "display", "keyboard", etc.  Or it could be left a free text field and with an understood list of likely entries, with downstream error-corrected by handcorrection. 
3. Establish regular management oversight of the business processes to enable effective RT reporting.  Problems with missing or incorrect data can be identified early in the case closing process, or at billing, and be corrected then.  This needs to be the line responsibility of someone in the shop or in the management hierarchy.  Current case loads are a maximum of 200 cases per month, which is 50 a week, or 10 a day to check up on and correct. 
    
4. Modify the billing processes to generate better SAP to RT tracking.
   1. each SAP transaction needs to get the ticket number on to it somehow.
   2. each RT ticket needs to know how much revenue is expected from it, and in what form of payment.
   3. each RT ticket needs to know the matching SAP document number, if that's possible to obtain.