Company Tickets. SLAs
I am looking at implementing a setup of OTRS::ITSM to allow my support team to manage support requests which come in mainly from our 300 users via the web interface. I am having some issues, I could also be approaching the implementation wrong: * I have several queues (for example Data, Voice) which the support team are required to monitor, the majority of the users will at some point log to all of the queues. I would like Department A & Department B to be able to be able to log to both queues, I would also like Department A to see tickets in the queue logged by Department A but not by Department B, likewise I would like the same scenario for Department B. Currently with users who have the same CustomerID they can view the jobs through the Customer Interface -> Company Tickets but cannot see the detail, they just get "No Permission!" * I also remain confused over the implementation of SLAs which do not relate to the criticality, priority etc of a ticket. My customers want to see their (overall) P1 jobs fixed in x amount of time, their P2 in y amount of time etc. etc. And we need to be able to measure our peformance against this - I can't see how I can get this to work in OTRS. Can anyone point me in the right direction or let me know how it should be done? Many thanks, Mike This email has been scanned for all viruses by Clearswift MIMEsweeper. Please consider the environment before printing this email. The content of this email and any attachment is private and may be privileged. If you are not the intended recipient, any use, disclosure, copying or forwarding of this email and/or its attachments is unauthorised. If you have received this email in error please notify the sender by email and delete this message and any attachments immediately. Nothing in this email shall bind the Company or any of its subsidiaries or businesses in any contract or obligation, unless we have specifically agreed to be bound. Please feel free to visit our website: www.kcom.com KCOM Contact Centres Limited is part of the KCOM Group PLC whose registered office is at 37 Carr Lane, Hull, HU1 3RE. Registered in England and Wales under number 3703097.
With regards to the first issue I have found bug 2870 ( http://bugs.otrs.org/show_bug.cgi?id=2870 ) which seems to be the issue. Thanks, Mike -----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Mike Blamires Sent: 01 May 2008 11:03 To: itsm@otrs.org Subject: [itsm] Company Tickets. SLAs I am looking at implementing a setup of OTRS::ITSM to allow my support team to manage support requests which come in mainly from our 300 users via the web interface. I am having some issues, I could also be approaching the implementation wrong: * I have several queues (for example Data, Voice) which the support team are required to monitor, the majority of the users will at some point log to all of the queues. I would like Department A & Department B to be able to be able to log to both queues, I would also like Department A to see tickets in the queue logged by Department A but not by Department B, likewise I would like the same scenario for Department B. Currently with users who have the same CustomerID they can view the jobs through the Customer Interface -> Company Tickets but cannot see the detail, they just get "No Permission!" * I also remain confused over the implementation of SLAs which do not relate to the criticality, priority etc of a ticket. My customers want to see their (overall) P1 jobs fixed in x amount of time, their P2 in y amount of time etc. etc. And we need to be able to measure our peformance against this - I can't see how I can get this to work in OTRS. Can anyone point me in the right direction or let me know how it should be done? Many thanks, Mike This email has been scanned for all viruses by Clearswift MIMEsweeper. Please consider the environment before printing this email. The content of this email and any attachment is private and may be privileged. If you are not the intended recipient, any use, disclosure, copying or forwarding of this email and/or its attachments is unauthorised. If you have received this email in error please notify the sender by email and delete this message and any attachments immediately. Nothing in this email shall bind the Company or any of its subsidiaries or businesses in any contract or obligation, unless we have specifically agreed to be bound. Please feel free to visit our website: www.kcom.com KCOM Contact Centres Limited is part of the KCOM Group PLC whose registered office is at 37 Carr Lane, Hull, HU1 3RE. Registered in England and Wales under number 3703097. _______________________________________________ OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm Support or consulting for your OTRS::ITSM system? => http://www.otrs.com/ This email has been scanned for all viruses by the MessageLabs SkyScan service. Please consider the environment before printing this email. The content of this email and any attachment is private and may be privileged. If you are not the intended recipient, any use, disclosure, copying or forwarding of this email and/or its attachments is unauthorised. If you have received this email in error please notify the sender by email and delete this message and any attachments immediately. Nothing in this email shall bind the Company or any of its subsidiaries or businesses in any contract or obligation, unless we have specifically agreed to be bound. KCOM Group PLC is a public limited company incorporated in England and Wales, company number 02150618 and whose registered office is at 37 Carr Lane, Hull, HU1 3RE. 118288 - KCOM UK Directory Enquiries. Calls cost 49p connection + 14p per minute including VAT from a KC or BT landline. Call charges from mobiles and other networks may vary. If you are calling from a mobile you will now receive your requested number via text message. You will not be charged for the text message.
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Mike Blamires