Hey there,
We had a meeting for our support department today. As I've been maintaining
and configuring our OTRS system, they had me go in and discuss our support
tracking with them. A couple things came up, but most of them are due to
our bizarre queue structure so I won't mention them.
However, one issue came up that I imagine other people are experiencing is
that we have a lot of old tickets that sort of go inactive, either because
the customer never gets back to us, or we're waiting for something to
happen, or whatever. What would be incredibly useful would be the ability
to specify an escalation based on how long a ticket has been inactive. For
example, after 7 days, we could get the system to unlock the ticket and send
an email to the ticket owner, and after 14 days we could have the system
send an email to our support manager. This way, we'd have an easier time
keeping track of our older tickets and making sure that nothing gets
forgotten. We get enough tickets (and enough long-lived tickets) that it's
not really practical for our support guys to spend an hour a day going
through old tickets to see what's going on.
Any suggestions, comments, etc? I'd love to build this myself, but
unfortunately I don't know enough Perl to be able to write it. :-(
--
Chris Salter
