Hi, Mario.
I went the standard ITIL approach and installed OTRS ITSM. I use services
and ticket types for categories. Both services and ticket types can be
hierarchial.
I made time accounting on articles a mandatory field and it's up to the
agent to estimate and fill in time spent. Not a best approach I admit, but I
use stats checking to catch deliberate fraud.
Regards,
Anton.
2008/12/18 Obee, Daniel
Hi Mario
There are different ways to categorize tickets:
- the easiest and most common: Use different queues - the typical: use ticket type to define the category - the most complex and deepest: define a set of freefields that hold the categories and maybe subcategories
Time accounting is a little tricky if not done by hand (leave the work time in the ticketfreetime). The problem is a non-OTRS problem: How do I avoid measuring time in which the ticket was open but waited for input from an employee who sat in a meeting next door?
Greets Daniel
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ml@bortal.de Gesendet: Donnerstag, 18. Dezember 2008 15:49 An: otrs@otrs.org Betreff: [otrs] How to categorize Tickets - Analyze spent time on categories
Hello List,
i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls.
Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;)
Cheers, Mario
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