Hi,
Actually, after a bit of failed configuration attempts I think it is best
if I give an example of what i'm trying to achieve and see if it makes
things clearer:
suppose I have the following general services and associated sub-services:
1. Software problem
1.a. Software re-installation
1.b. Software configuration
2. Networking problem
2.a. Cable problem
2.b. Socket problem
Now, in general, I would like to get statistics about each of the
sub-services.
The problem I am trying to understand is the following:
The customer should only see the general service level. So when the
customer is submitting the ticket he/she will see the following under the
service drop-down:
1. Software problem
2. Networking problem
When the agent receives the ticket and actions it, the agent should be
able to change the service either to a sub-service under the service the
ticket was originally submitted under or to a completely different service
(and associated sub-services).
The first example would be that the customer is submitting a ticket for a
1. Software problem because he doesn't know what the specific problem is.
The agent at some point should be able to specify whether this ticket was
for sub-service 1.a. Software re-installation or 1.b. Software
configuration. This should allow me to get stats about each sub-service.
The second example would be that the customer is submitting a ticket for a
1. Software problem because he doesn't know what the specific problem is.
The agent at some point should be able to specify that the service is
actually different than what the customer thought it was. In this case,
the problem turned out to be a networking problem and not a software
problem and so the ticket should be associated with sub-service 2.a. Cable
problem or 2.b. Socket problem
I am assuming that such specification could be done through different
queues, but that would mean that so many queues would need to be set-up to
achieve the desired stats. Are there any simple ways to configure OTRS to
get the desired results?
Please help.
Regards,
Iyad Al-Hindi
Senior IT Project Manager
SBM Information Technology
Telephone:
+966 (2) 610.4050
Saudi Business Machines, Ltd.
General Marketing & Services Representative of IBM WTC
From: Iyad Al-Hindi/SBMSA
To: "User questions and discussions about OTRS."
Hi all
we recently installed OTRS and I am unable to find any category or item
in
the STATS section that measure ROLES. I would appreciate any feedback.
thanks
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