I’m using 2.0.1. I’ll
take a look at that J Thanks.
From: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] On Behalf Of Thorsten.Dannhausen@Bertelsmann.de
Sent: quinta-feira, 9 de Março de
2006 8:03
To: otrs@otrs.org
Subject: AW: Re[2]: [otrs]
Feature-Requests for 'OTRS goes ITIL'
Hi Duarte,
to bad you didn’t
mention your OTRS version. I think since
version 2.0 it’s possible to implement a workflow in otrs. You can use
Ticket-ACL to archive this. Take a closer look at OTRS-Faq: 420068 It’s a
pretty good explanation of this feature.
Regards
Thorsten
Von: BALAN, Daniel
[mailto:dbalan@bitdefender.com]
Gesendet: Donnerstag, 9. März 2006
08:19
An:
Betreff: Re[2]: [otrs]
Feature-Requests for 'OTRS goes ITIL'
Hello Duarte,
A nice overview of your system, from where we
also can inspire in order to improve ours.
I have to tell you that I also use drop down
menus for free field texts and also I really need a work flow system ( What I can't get: 5).
I think there is a solution for your: ( What I can't get: 4):
For any queue you can set: Escalation time (minutes):
If any of the tickets will exceed the time
limit (no reply from the technicians) the technicians will be forced to see and
work only on that ticket(s).
Take a closer look in there and see if it is
what you are looking for.
Enjoy,
Daniel
Wednesday, March 8, 2006, 6:40:44 PM, you
wrote:
Duarte> I want to give my input to the OTRS
developers.
Duarte> We have a 10000 customer base, 200 distinct
locations
Duarte> (buildings), 150 system users (technical
staff), a front
Duarte> office (5 members), interact with 5
different companies that use our OTRS installation.
Duarte> A little background about our users: 90%
don't know English
Duarte> or the distinction between a hard drive
space and memory
Duarte> space. They don't understand what a 1 Mega
Email is, or that
Duarte> their quota on the server is only of
30M.
Duarte> We've been in a centralization, merging
process, but still
Duarte> have around 90 different domains, etc...
Duarte> 90% of our tickets arrive by phone.
Duarte> We receive around 3000 calls per month, with
a average of 1000 new tickets per month.
Duarte> We're in the public sector, so there are
lots of work that
Duarte> needs to have written approvals from
directors, etc.
Duarte> What I "added" to otrs and what I
can't add:
Duarte> Queues: based on major subjects,
corporate applications,
Duarte> Maintenance, PC/Printers support, Phones.
Inside each of there
Duarte> are several subqueues, and sub sub queues.
Duarte> We've worked primarily on the key/value
pairs, adding the following drop down options:
Duarte> - Generic
classification:Incident, Problem, Provisioning, change, etc
Duarte> - Solved by: Front Office,
Front Office + BackOffice,
Duarte> Backoffice, Reporting, External Companny
Duarte> - Received by: Phone, Fax,
Email, paper, Intranet, Cad Portal, and so on
Duarte> - Specific Calssification:
Application Autodesk, App SAP,
Duarte> Active Directory Password, AD Permissions,
Ad Profiles, AD Shares, AD Printers
Duarte> - Number of objects (meaning
the number of actions solved
Duarte> in one ticket, for example one ticket that
asks you to create
Duarte> 5 new emails will have a 5 in this field.
Duarte> What can I get with this:
Duarte> 1) I can find out the ticket close
rate of each involved
Duarte> team (specially my team: the front
office).
Duarte> 2) I can script checks to see if a
ticket that is open for 3
Duarte> days is a incident, a problem, etc, and act
on it.
Duarte> 3) The roles tab has come handy now,
and its easy to add a
Duarte> new user, or remove it from a specific
queue. Users have
Duarte> access to several queues, ranging from one
or to, to 30 or more.
Duarte>
Duarte> What I can't get:
Duarte> 1) Workflow... all the workflow is
done in the heads of our
Duarte> system users. You need to create a ticket
with some user info,
Duarte> send it to the team that creates email
addresses; after that
Duarte> is done, we send it to the AD team to create
the respective
Duarte> user; after that, we (or other team)
configure the outlook
Duarte> remotely (or locally in some places we don't
have access).
Duarte> All this rules are in our heads and
sometimes we fail.
Duarte> 2) Distinguish front office creating a
ticket, and front
Duarte> office working on a ticket. Its still
difficult to find out.
Duarte> Because when I create a phone ticket, my
user "works" on the
Duarte> ticket. I needed another user level... I
think (for example, I
Duarte> can't use escalation, because our frontend
team needs to have
Duarte> access RW to every queue, but some tickets
can't be solved by
Duarte> us, and if a ticket escalates and we can't
solve it, just messes up with everyone).
Duarte> 3) the customer front end is too complex (believe
me) to be used by our customers.
Duarte> 4) I need a way to pin point a ticket to a
specific system
Duarte> user (like a welcome page, instead of
"my queues", where a
Duarte> user sees "messages" like: take a
better look to this ticket)
Duarte> 5) Also, there is need to another type of
workflows:
Duarte> escalation workflows... for some critical
processes. Contact
Duarte> person A, if it fails, Contact B, etc...
after 15 min if
Duarte> problem is not solved, Warn Director X,
after 60minuts, warn Director Y... a timed workflow
Duarte> Sorry if some of these needs are already
solved in otrs, but I didn't found out how.
Duarte> Don't get me wrong. OTRS is a good tool, and
we use it for the last 3 years.
Duarte> We're planning to change to a NNM solution
but I think OTRS
Duarte> is in the correct path. Talking about
customer users, I don't
Duarte> know where the developers are aiming to, but
if they intend to
Duarte> have a large audience, think that we can't
tell users that
Duarte> they need to choose a email, a queue, or
something different
Duarte> than helpdesk@yourcompanny.com to get their request going.
Duarte> Hope it helps guiding the otrs future.
Duarte> Duarte Cordeiro
Duarte>
_______________________________________________
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Duarte> Support oder Consulting für Ihr OTRS System?
Duarte> http://www.otrs.de/