Statistics of escaleted tickets by agent

Hi there, I need to make some statistics about escaleted tickets by agent. I´ve looked into the statistics of ITSM but didn´t find a way to make such a statistic. Has anybody such a feature or can give me a hint how to build such a statistics? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj@timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

Hi, On 08.02.2010, at 11:31, Markus Moj wrote:
I need to make some statistics about escaleted tickets by agent. I´ve looked into the statistics of ITSM but didn´t find a way to make such a statistic. Has anybody such a feature or can give me a hint how to build such a statistics?
you need to enable the AgentStat option in the Sysconfig. Sysconfig: Framwork -> Frontend::Agent::Stats => Stats::UseAgentElementInStats = yes Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

Hi markus,
I'm not German, and not a lawyer, so I might not be the best to answer
this one but there is some legislation in Germany that you are not
allowed to track performance of individual employees. Therefore the
default stats interface is set up to match this requirement.
But if you're not affected by this legislation, you could set
Stats::UseAgentElementInStats in SysConfig. It will make the Agent
element available for you.
Regards,
--
Michiel Beijen
R&D
Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]
OTRS AG
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CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS
at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm
On Mon, Feb 8, 2010 at 11:31 AM, Markus Moj
Hi there,
I need to make some statistics about escaleted tickets by agent. I´ve looked into the statistics of ITSM but didn´t find a way to make such a statistic. Has anybody such a feature or can give me a hint how to build such a statistics?
Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services
TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj@timocom.com Internet: www.timocom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489
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Hi Michiel, On 08.02.2010, at 21:58, Michiel Beijen wrote:
I'm not German, and not a lawyer, so I might not be the best to answer this one but there is some legislation in Germany that you are not allowed to track performance of individual employees. Therefore the default stats interface is set up to match this requirement.
But if you're not affected by this legislation, you could set Stats::UseAgentElementInStats in SysConfig. It will make the Agent element available for you.
I was faster .... ;-))))) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

I had a better story!
--
Michiel Beijen
Software Consultant
+31 6 457 42 418
Bee Free IT + http://beefreeit.nl
On 8 Feb 2010 22:04, "Nils Leideck - ITSM"
I'm not German, and not a lawyer, so I might not... I was faster .... ;-)))))
Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 fro... --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Thanks both of you ;)
@ Michiel
Well you are right, but my boss just wants to know which Agent is
responible for which escalated Ticket. That all there is to the question ;)
The other way for us would be to have a feature like I asked in that Mail
"http://www.mail-archive.com/otrs@otrs.org/msg29788.html".
Mit freundlichen Grüßen / Kind regards
Markus Moj
IT Infrastructure & Services
TimoCom Soft- und Hardware GmbH
In der Steele 2
D-40599 Düsseldorf
Tel: +49 211 88 26 80 14
Fax: +49 211 88 26 70 14
eMail: mmoj@timocom.com
Internet: www.timocom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489
From: Michiel Beijen
participants (4)
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Markus Moj
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Michiel Beijen
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Michiel Beijen
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Nils Leideck - ITSM