I think we should create somethink like this: http://eventum.mysql.org/wiki/index.php/Image:Profile.jpg a desktop / panel / monitor with many index / graph and drill-down capabilities. -----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Alexander Scholler Inviato: martedì 7 febbraio 2006 12.36 A: User questions and discussions about OTRS.org Oggetto: Re: [otrs] OTRS Reporting - Ticket escalation Hi all, 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;
I just do some small improvements on generating reports out of OTRS through SQL-statements within OpenOffice - I will post it here later after having achieved a certain maturity. A report towards SLA-achievement is simply to do a statement about escalation, e.g. how many different tickets have been escalated today or how long did it take to clear an escalation of a ticket. I have no clue how to achieve this statement, because ticket escalation seems not to be stored within the ticket-history or somewhere else. (I think OTRS checks "online" (e.g. on access to the queue-overview) if a ticket is escalated and then displayes only the escalated tickets, but does not do any DB-entry or other logging about that. I hope I'm wrong with this view.) Can anybody give me a hint? Bye, Alex _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/