Hello Alexander, I totally agree with you. Beside the SLA need I can also add the need for a powerful Reporting/Statistic (both historical and real time) module. I am not sure if the guys at OTRS are planing a new otrs version where to include all this things. Regards, Daniel Wednesday, March 8, 2006, 8:53:35 AM, you wrote: Alexander> Hi all, Alexander> I was very appreciated to read on the otrs.org-Website that "OTRS goes Alexander> ITIL", meaning that OTRS aspires to reach an ITIL-certificate - whatever Alexander> this means...? Alexander> I think that the current OTRS-implementation lacks the distinction of Alexander> incoming requests. Is it a Alexander> * incident Alexander> * service-request, especially Alexander> - change request Alexander> - request for information or education Alexander> (* problem) Alexander> (We currently bypass this missing feature by using priorities like Alexander> 1 - request for info, 2 - rfc/low, 3 - rfc/high, Alexander> 4 - incident/low, 5 - incident/normal. 6 - incident/high) Alexander> Another weak point is the consideration/integration of SLA on ticket-work. Alexander> Perhaps my posting helps efforts of the otrs-developers by initiating a Alexander> discussion of this topic. Alexander> Bye, Alex Alexander> _______________________________________________ Alexander> OTRS mailing list: otrs - Webpage: http://otrs.org/ Alexander> Archive: http://lists.otrs.org/pipermail/otrs Alexander> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Alexander> Support oder Consulting f?r Ihr OTRS System? =>> http://www.otrs.de/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/