Hello Nils, Let's take your scenario and say we have the following queues: A, B and C corresponding to three levels of response time 8h, 12h and 24h. How can I as manager: - measure the SLA; - enforce the operators to first work on the messages in queue A but also make sure there are some tickets in the queue B that are reaching their response time; - set notifications/alarms in case one of the tickets is not answered in the right time. I am not sure if all of the OTRS users need these, but I think they are a must for any small/medium tech service dept. Regards, Daniel Wednesday, March 8, 2006, 12:53:31 PM, you wrote: Nils> Alexander Scholler wrote:
I think that the current OTRS-implementation lacks the distinction of incoming requests. Is it a * incident * service-request, especially - change request - request for information or education (* problem)
(We currently bypass this missing feature by using priorities like 1 - request for info, 2 - rfc/low, 3 - rfc/high, 4 - incident/low, 5 - incident/normal. 6 - incident/high)
Nils> I don't think OTRS is lacking anything in this respect. Just create Nils> different mail adresses for your different types of requests (who Nils> says everyone has the same types you would use?) and put the incoming Nils> tickets in different queues depending on to which mail address they Nils> were sent. You could add priorities to the mix, but I'd start by Nils> using separate queues. Since everyone will have a different setup Nils> there isn't any default queue setup that differentiates between Nils> queues, but just a single queue. Just remember that OTRS is used by Nils> more people than just people that run a business that is like the one Nils> you run. Nils> Nils Breunese. Nils> _______________________________________________ Nils> OTRS mailing list: otrs - Webpage: http://otrs.org/ Nils> Archive: http://lists.otrs.org/pipermail/otrs Nils> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Nils> Support oder Consulting für 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/