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." <otrs@otrs.org>
Date:
08/17/2010 08:06 PM
Subject:
Re: [otrs] roles
stats
Hi Mike
Yes exactly. I would give staff certain
"roles" to do which are predefined and then measure the numbers
or percentages.
thanks
Iyad
From:
Michiel Beijen <michiel.beijen@otrs.com>
To:
"User questions
and discussions about OTRS." <otrs@otrs.org>
Date:
08/17/2010 05:42 PM
Subject:
Re: [otrs] roles
stats
Sent by:
otrs-bounces@otrs.org
Hi Iyad,
How would you like to measure roles?
I can see how it can be convenient if you can create a report on users
which belong to a certain role or so. Is that what you're looking for?