-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: quinta-feira, 9 de Março de 2006 8:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Feature-Requests for 'OTRS goes ITIL'
Hi Duarte Cordeiro
We have a 10000 customer base, 200 distinct locations (buildings), 150 system users (technical staff), a front office (5 members), interact with 5 different companies that use our OTRS installation.
thank you for posting your experience with your really big otrs-installation - very interesting.
2) Distinguish front office creating a ticket, and front office working on a ticket. Its still difficult to find out. Because when I create a phone ticket, my user "works" on the ticket. I needed another user level... I think (for example, I can't use escalation, because our frontend team needs to have access RW to every queue, but some tickets can't be solved by us, and if a ticket escalates and we can't solve it, just messes up with everyone).
I don't know if I got you right on this point: you can't use escalation because other non-escalated tickets would be hidden? That's the default setup, but you can use Ticket::Frontend::NoEscalationGroup to disable the escalation-view for a group of agents.
Thanks, I'll take a look at that.
3) the customer front end is too complex (believe me) to be used by our customers.
I really believe you!
We're planning to change to a NNM solution but I think OTRS is in the correct path. Talking about customer users, I don't know where the developers are aiming to, but if they intend to have a large audience, think that we can't tell users that they need to choose a email, a queue, or something different than helpdesk@yourcompanny.com to get their request going.
What are the reasons for changing. The missing features you mentioned?
Well, I think its not fare for OTRS no compare it with very expensive software, mainly because they're on different mature levels. For example, NNM has voice integration with Cisco IP Telephony (IPCC) which will allows us to get some info automatically to the application (customer called at time X, customer data, etc); Also, integration with enventory software like Microsoft SMS, will allow us to see on the fly the software and hardware the customer uses, change software from within NNM, etc. Meaning, that NNM is not only a trouble ticketing system, but a system that integrates with a multitude of platforms that work together to allow us to have a better view of our network and customers. I believe that OTRS is in the right track. And allowed me to understand what a ticketing system must have, to get me on the right track and look for specific needs when analysing broader products. Duarte Cordeiro
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