Hello Alexander,

Tuesday, February 7, 2006, 1:35:37 PM, you wrote:

Alexander> Hi all,

Alexander> BALAN, Daniel schrieb:

>> Does any one implemented any advanced reporting system in order to monitor:

>> - operators activity: number of worked tickets; accounted time; login

>> time; escalated tickets; etc ...

>> - SLA;

>> - first call resolution;

>> - any other useful CS indicators;

Alexander> I just do some small improvements on generating reports out of OTRS

Alexander> through SQL-statements within OpenOffice - I will post it here later

Alexander> after having achieved a certain maturity.

that means ... days/weeks/months ? :)

Alexander> A report towards SLA-achievement is simply to do a statement about

Alexander> escalation, e.g. how many different tickets have been escalated today or

Alexander> how long did it take to clear an escalation of a ticket.

I think the escalation model is used different in different installations, so I am not sure if we can provide a reporting model for this one.

For example in my installation the escalations is seen as Change Owner but not by Changing the Queue.

Alexander> I have no clue how to achieve this statement, because ticket escalation

Alexander> seems not to be stored within the ticket-history or somewhere else.

Alexander> (I think OTRS checks "online" (e.g. on access to the queue-overview) if

Alexander> a ticket is escalated and then displayes only the escalated tickets, but

Alexander> does not do any DB-entry or other logging about that. I hope I'm wrong

Alexander> with this view.)

Any way we have to define few CC important indicators to be used by OTRS.

I am working on it and hope to get back with more info.

The charts the Simone showed us are really nice.

Alexander> Can anybody give me a hint?

Alexander> Bye, Alex

Alexander> _______________________________________________

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Alexander> Support oder Consulting für Ihr OTRS System?