Hi stijn,
I'd like to advise you to look into the use of escalations. If you're using
2.4, you'l get a nice overview of escalated tickets from the dashboard.
You could amend this by running a generic agent job ythat can push escalated
tickets to another queue, if desired.
--
Michiel Beijen
Software Consultant
+31 6 457 42 418
Bee Free IT + http://beefreeit.nl
On 23 Oct 2009 18:37, "Stijn Debruyckere"
wrote:
Dear all,
We have a use case where we would like to monitor trouble tickets that
remain unanswered for too long a period of time (e.g. 2 days). Every person
takes the responsibility of a (number of) queues. When that person isn't in
the office, responsibility is transferred to someone else. This is error
prone, and to avoid that any trouble tickets would slip through the maze,
and remain unanswered for a long time, we would like to have some means of
monitoring that.
Until now I've found two approaches:
*Ticket escalation*
http://doc.otrs.org/2.0/en/html/x1327.html
It seems to be more intended to make sure the responsible for a queue
doesn't forget to answer a ticket, by for example only displaying the
escalated tickets to him/her. But I haven't found a way to query tickets
that are currently in escalation, so that this can be monitored externally.
*Ticket state approach
*If you make sure that every ticket that is answered is in some pending
state (e.g. pending auto close or pending reminder), you can query the new
and open tickets to figure out if any tickets remain unanswered. Consider
for example this scenario:
1. a customer opens a trouble ticket (ticket is new)
2. an agent replies (ticket is pending auto close)
3. the customer replies again (ticket opens up again)
We want to query the new or open tickets since the last activity (number 3),
not since the ticket was created (number 1). So we're not able to query
tickets for which the inactivity is larger than a given time period.
If any of you can provide any insight or tips on how to achieve this, it
would be greatly appreciated.
Thanks a lot,
Stijn
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