Hello, At this moment I'm configuring an evealuation setup for OTRS. All goes verry well, thanks for all that have created OTRS to what it is. There is however 1 item I cannot find in OTRS: Every ticket should have a 'topic' with it: A "subject" like item that is selected from a pre-created list of topics. In the end, the usage is to create statistics over these topics, just like the statistics over the queues. Regards, C. Beerse
Hello, On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse wrote:
At this moment I'm configuring an evealuation setup for OTRS. All goes verry well, thanks for all that have created OTRS to what it is.
Thanks :).
There is however 1 item I cannot find in OTRS: Every ticket should have a 'topic' with it: A "subject" like item that is selected from a pre-created list of topics.
In the end, the usage is to create statistics over these topics, just like the statistics over the queues.
That feature isn't implemented in OTRS yet. But maybe you can use the free text fields and use them for your needs. If not, we ofcourse can implement the topic feature for you. Just write a message to sales@otrs.com
C. Beerse
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Christian Schoepplein wrote:
Hello,
On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse wrote:
At this moment I'm configuring an evealuation setup for OTRS. All goes verry well, thanks for all that have created OTRS to what it is.
Thanks :).
There is however 1 item I cannot find in OTRS: Every ticket should have a 'topic' with it: A "subject" like item that is selected from a pre-created list of topics.
In the end, the usage is to create statistics over these topics, just like the statistics over the queues.
That feature isn't implemented in OTRS yet. But maybe you can use the free text fields and use them for your needs.
That's one of the things we are looking at. The major problem is that it is to deep into the ticket to set the value. Then, it is a free-text value, where we prefer a pre-defined list of topics. At first idea, a sinlge topic per ticked will do, on the other hand, I can imagine problems that are related to 2 or more topics, hence that should be possible. The final reason for this 'topic' or 'keyword' (to mention an other term) is to take staistics from it: What topics give what number of calls. One other (future) use can be a merge with the faq or other knowledge base.
If not, we ofcourse can implement the topic feature for you. Just write a message to
sales@otrs.com
If otrs is to be our final solution, that is one of the things. Regards, C. Beerse
Corne Beerse wrote:
Christian Schoepplein wrote:
There is however 1 item I cannot find in OTRS: Every ticket should have a 'topic' with it: A "subject" like item that is selected from a pre-created list of topics.
In the end, the usage is to create statistics over these topics, just like the statistics over the queues.
That feature isn't implemented in OTRS yet. But maybe you can use the free text fields and use them for your needs.
That's one of the things we are looking at. The major problem is that it is to deep into the ticket to set the value. Then, it is a free-text value, where we prefer a pre-defined list of topics. At first idea, a sinlge topic per ticked will do, on the other hand, I can imagine problems that are related to 2 or more topics, hence that should be possible.
The final reason for this 'topic' or 'keyword' (to mention an other term) is to take staistics from it: What topics give what number of calls.
I believe there was some talk some time ago about implementing free text fields as drop-down lists. You might want to search the list archives for that one. Nils Breunese.
For my effort, I created a javascript that fills in the
subject and body area of a new ticket with predefined
information. Only one of our groups needs this feature so
the display is dependent on the current agents group. The
feature includes a list of ticket topics on the right hand
side of the screen, and by clicking on one of them the
"new ticket" form is auto filled and the cursor focus is
in the text area form for adding additional information.
The subjects and text for the body are defined in the dtl
but it could just as easily be defined in the config.pm
file, or by creating a new pm that inserts the information
into the db. If you want the script, I can foward it to
you.
Mark Wallace
On Fri, 07 Apr 2006 15:22:09 +0200
Corne Beerse
Christian Schoepplein wrote:
Hello,
On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse wrote:
At this moment I'm configuring an evealuation setup for OTRS. All goes verry well, thanks for all that have created OTRS to what it is.
Thanks :).
There is however 1 item I cannot find in OTRS: Every ticket should have a 'topic' with it: A "subject" like item that is selected from a pre-created list of topics.
In the end, the usage is to create statistics over these topics, just like the statistics over the queues.
That feature isn't implemented in OTRS yet. But maybe you can use the free text fields and use them for your needs.
That's one of the things we are looking at. The major problem is that it is to deep into the ticket to set the value. Then, it is a free-text value, where we prefer a pre-defined list of topics. At first idea, a sinlge topic per ticked will do, on the other hand, I can imagine problems that are related to 2 or more topics, hence that should be possible.
The final reason for this 'topic' or 'keyword' (to mention an other term) is to take staistics from it: What topics give what number of calls.
One other (future) use can be a merge with the faq or other knowledge base.
If not, we ofcourse can implement the topic feature for you. Just write a message to
sales@otrs.com
If otrs is to be our final solution, that is one of the things.
Regards,
C. Beerse
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participants (4)
-
Christian Schoepplein -
Corne Beerse -
Mark D. Wallace -
Nils Breunese (Lemonbit Internet)