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Re: [otrs] Reporting for accounting and setup best practices for multiple customers
by Holger Erb 01 Jun '15

01 Jun '15

Hi, you can setup SLA on two different ways: QUEUE-based and SLA-based If you setup it queue-based you will have only one SLA for this queue, which means all your request within this queue are based on the same accounting etc. If you use SLA-based setup then you can define different SLAs for different Services and you will have different accounting possibilities. We have done it SLA-based and we collect all request for a country/department in one queue but we have the possibility to assign 1 out of 5 SLA-levels for a specific request. In practical it means, here three examples: - we assign SLA Prio 5 (highest) for server-related issues (here we have a first response within 30 min, a follow up within 2 h and a total solution of 4 hours). - we assign SLA Prio 3 (middle) for PC or Workgroup printer requests (here we have a first response within 3 hours, a follow up within 5 h and a total solution of 1 working day). - we assign SLA Prio 1 (lowest) for setup of new equipment/accounts/VPN access etc (here we have a first response within 1 working day, follow up within 8 hours, total solution of 1 week). You can use services as well and you can link them with all of your SLAs or with just one SLA, per example it makes no sense to enable SLA Prio 1 for a SERVER-related servcie (as no server in production can wait for a total repair time of 1 week, so we have disabled SLA Prio 1 and 3 for server-related services, only 5 is possible). You can run reports based on those timers (SLA violations etc., KPIs like first response time, Mean-Time-To-Repair, etc....) You can calculate as well for invoicing: (number of tickets per SLA level * by needed Time-Units * costs per Time-Units) - different SLA-levels have different pricing etc. Different customers are as well possible and different customers can be linked to all or totally different services etc. Several ways are possible to implement all of this and a deeper analyze of your individual specifications and requirements is needed and important to get the right things at the end of the day. I would recommend to test it on a test-system first before you configure (misconfigure) your production system. Hope it helps a bit and good luck. With best regards, HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO: HERB(a)MSXI-EURO.COM -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von otrs-request(a)otrs.org Gesendet: Donnerstag, 28. Mai 2015 14:00 An: otrs(a)otrs.org Betreff: otrs Digest, Vol 80, Issue 18 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Reports for accounting and setup best practices for multiple customers (Linux4Bene) ---------------------------------------------------------------------- Message: 1 Date: Thu, 28 May 2015 10:59:53 +0000 (UTC) From: Linux4Bene <linux4bene(a)telenet.be> Subject: [otrs] Reports for accounting and setup best practices for multiple customers To: otrs(a)otrs.org Message-ID: <mk6sf9$p03$1(a)ger.gmane.org> Content-Type: text/plain; charset=UTF-8 Hi, I use otrs for almost 1.5 years and I like it a lot. I recently upgrade my 3.3.12 installation to 4.0.8. We now only have 1 queue for 1 internal department. This will change as we will now support more departments. This means there will be a need to report on the time spent on tickets per department. It will be used for time accounting and invoicing. A have a couple of questions regarding this: - The way we would implement it, is by using 1 queue per department. It would allows us to put SLA on a queue and so on. Is this good practice? I could go further and couple a specific e-mail address for every department so everything is neatly split per department. - In order to use the input of the tickets as base for accounting, we need some reports. I have looked through the reports but I can't seem to find the correct report. For instance, following situation: we have worked 300 minutes in april for department x, and 100 minutes in may for the same department. Management would like a couple of reports: - The tickets (title), time spent per ticket, and total time per given period for a given department. For april it would report all tickets and total time (300 minutes in our example). If a ticket is open for several months, then only the time spent in the given period should be reported to allow correct invoicing. The next month only 100 minutes should be reported. The time reported shouldn't depend on wether a ticket is open or closed. - Total ticket time per department (queue?) for a given period - Total ticket time per department (queue?), and per operator who worked on the ticket for a given period Any info or help with the reports and organisation of the queues would be helpful. Thanks, Benedict ------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 80, Issue 18 ************************************

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Statistics and SLA
by Hugo Hidalgo 31 May '15

31 May '15

Dear All, We have an OTRS Free 4 in our Company(NEC) and we are using your tool since four years. In this time ago, we have not been able the way to create a report of SLA with your tool. We have a procedure in MySQL but, we think that a tool of ticketing should have the way to create this reports. For example, it's normal in many companies to create a reports of ticket taking into account: · How long has a ticket since it was created until it closed(with an calendar)? · How long has a ticket since it was created until it closed(with an calendar) without count several states(when the ticket is waiting the answer)?. This is important for our final customers because there are many penalties if the tickets is not resolved in the time. We cannot be able to understand how OTRS don't have these features. My question is: Are there any extension or features for OTRS to calculate it?. Thank you for your help. Best regards. ---------------------------------------------------------------------------------------------- [Descripción: image001] Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 E-mail: hugo.hidalgo(a)emea.nec.com<mailto:hugo.hidalgo@emea.nec.com>

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Prevent Tickets Closed into Postmaster Queue
by Scott R. Morgan 30 May '15

30 May '15

How can I setup the Postmaster queue so that tickets cannot be closed in the queue, required an agent to instead assign the ticket to a new queue before closing? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

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AgentTicketQueue to display locked tickets also by default?
by Lars Jørgensen 28 May '15

28 May '15

Hi, We are two people coordinating the work of 14 first and second line support employees. We would like to be able to dive into a specific queue like "Printers" and see what is going on in there. If we use the AgentTicketQueue view we get all the open tickets, but we need to see the locked tickets too, to be able to see what our people are currently working on and if anything needs to be reprioritized. I know we can click the "All tickets" button when we have selected a queue, and that does work. The problem is that queues with no unlocked tickets will not be displayed at all in the AgentTicketQueue view. This is quite a common occurence here because all tickets gets assigned (locked) quickly, but can take time to solve and close. There's also the AgentTicketStatusView but that includes tickets from all queues in a jumble and is not very useful in our situation with 500+ tickets in progress. Is there a setting or hack to enable this mode of operation? Ideally it would be a separate menu item, because most agents will want the current OTRS functionality to pick unlocked tickets from. -- Lars

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Reports for accounting and setup best practices for multiple customers
by Linux4Bene 28 May '15

28 May '15

Hi, I use otrs for almost 1.5 years and I like it a lot. I recently upgrade my 3.3.12 installation to 4.0.8. We now only have 1 queue for 1 internal department. This will change as we will now support more departments. This means there will be a need to report on the time spent on tickets per department. It will be used for time accounting and invoicing. A have a couple of questions regarding this: - The way we would implement it, is by using 1 queue per department. It would allows us to put SLA on a queue and so on. Is this good practice? I could go further and couple a specific e-mail address for every department so everything is neatly split per department. - In order to use the input of the tickets as base for accounting, we need some reports. I have looked through the reports but I can't seem to find the correct report. For instance, following situation: we have worked 300 minutes in april for department x, and 100 minutes in may for the same department. Management would like a couple of reports: - The tickets (title), time spent per ticket, and total time per given period for a given department. For april it would report all tickets and total time (300 minutes in our example). If a ticket is open for several months, then only the time spent in the given period should be reported to allow correct invoicing. The next month only 100 minutes should be reported. The time reported shouldn't depend on wether a ticket is open or closed. - Total ticket time per department (queue?) for a given period - Total ticket time per department (queue?), and per operator who worked on the ticket for a given period Any info or help with the reports and organisation of the queues would be helpful. Thanks, Benedict

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OTRS behind Haproxy and GlusterFS
by Finetti, Stefano 23 May '15

23 May '15

Hi all, I think I have a rather complicated but intriguing question for the mailing list... I succeded in assmbelying and having up& running a 6 node cluster with apache running clustered and proxied by HAProxy. The most relevant thing of this structure is that the web root in on top of a glusterFS volume shared between the 6 nodes, so basically each apache server serves pages from the same cluster and every file upload is immediately available to other nodes. This approach is working quite well with a couple of web applications, and I was wondering about the possibility to migrate our OTRS from a single, standalone server (with Postgresql DB on a dedicated machine), to the cluster. What worries me is not the session problem because the otrs installation would remain a single one (staying in the clustered fs), but the scheduler and all the scheduled maintenance operations that otrs does during the day, the postmaster activities, and so. Has anyone had any experience with OTRS on top of a cluster with GFS2? Is my approach at least theoretically ok or am I doing something really wrong in your opinion? Thanks a lot -- *Lynx International Srl* *Stefano Finetti* *IT Manager* *http://www.lynx-international.com <http://www.lynx-international.com>* -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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Process ticket via web service
by Vishesh kumar 22 May '15

22 May '15

Hi Members, I am using OTRS web service to create tickets from command line/script. I am curious to know if I can use web service to create Process Ticket as well. -- Thanks, Vishesh Kumar

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question
by Ritchie, Dennis 22 May '15

22 May '15

I currently have an OTRS (4.7) install on Centos 6.6. We are using a remote MySQL database (remote as in not on the same machine as the OTRS installation but in the same network vlan). Is this a recommended or supported setup? We are seeing slowdowns of up to 15 minutes on the OTRS system occasionally. Thank You Dennis

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Re: [otrs] wrong timezone in DATE email header, OTRS 4.0.7
by Roman Ovchinnikov 21 May '15

21 May '15

Hello! Any ideas about this? Ovchinnikov Roman, Paymantix Cell +7 (926) 262-40-05 | Email: r.ovchinnikov(a)paymantix.com| Skype: rovchinnikov.mm On 30.04.2015 13:13, Roman Ovchinnikov wrote: > Hello! > Recently we have installed otrs 4.0.7 and found that emails being sent > from system has wrong timezone settings in Date field, for example: > > Received: from mail.paymantix.com (LHLO mail.paymantix.com) (78.140.183.180) > by mail.paymantix.com with LMTP; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from mail.paymantix.com (localhost [127.0.0.1]) > by mail.paymantix.com (Postfix) with ESMTPS id 9962116113E > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from localhost (localhost [127.0.0.1]) > by mail.paymantix.com (Postfix) with ESMTP id 8C8AA161198 > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > X-Virus-Scanned: amavisd-new at paymantix.com > Received: from mail.paymantix.com ([127.0.0.1]) > by localhost (mail.paymantix.com [127.0.0.1]) (amavisd-new, port 10026) > with ESMTP id BT8gD6m4-Jxz for <r.ovchinnikov(a)paymantix.com>; > Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from otrs.paymantix.net (unknown [78.140.183.183]) > by mail.paymantix.com (Postfix) with ESMTPS id 778EA16113E > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from otrs.paymantix.net (localhost [127.0.0.1]) > by otrs.paymantix.net (Postfix) with ESMTP id 5FF5F93 > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:03 +0000 (UTC) > MIME-Version: 1.0 > Subject: [Ticket#0100341] RE: test > X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) > X-Mailer: OTRS Mail Service (4.0.7) > Date: Thu, 30 Apr 2015 12:30:03 +0000 > > > as you can see, date in mail server messages are ok > 09:30:28 +0000 (UTC)), while > Date: Thu, 30 Apr 2015 12:30:03 +0000 > > so, offset is wrong. Server itself has UTC timezone, OTRS is configured as UTC +3 . > > Not sure what else should be tweaked, googling didn't give me any insights on this. >

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Agent Tickets drop down missing
by Simon Allison 20 May '15

20 May '15

Dear all, I edited the sysconfig, Frontend::Agent::Ticket::ModuleRegistration, to add a new NavBar Entry (+), and this didn't work as I thought would, so I clicked on the minus (-) to get rid of it. Now the Whole Tickets button has vanished - ! The only other thing I changed was the Priority. Does anyone know how this is possible ? Is there a debug/log file I can check for this kind of thing? Thanks Simon P. Allison IT Infrastructure Support Engineer South Downs College, College Road, Waterlooville, Hampshire, PO7 8AA P Save our trees! Please don't print out this e-mail unless absolutely necessary. ________________________________ [http://www.southdowns.ac.uk/assets/efooter.png]<http://www.southdowns.ac.uk/apprenticeships> ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

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