basic use of otrs
Hi Apologies if these questions are obvious but.... We are trying to setup OTRS for use for the first time and need a bit of guidance. Basically under what circumstances would you use the dashboard.
From what I can see the best way to use OTRS is to use the queue view status which show all incoming mail. Is that the way most others use it or do people take advantage of the dashboard? Am also trying to work out what the relationship is between the ticket states new and open. Can anyone explain this? Does anyone have access to a guide which might explain the basics? Have searched the internet and the mailings but cant find anything Hope someone can help Thanks Dave Bucke
Hey Dave, I don't have all your answers, but I can direct you to a useful manual. I've used it a lot when I have questions. http://doc.otrs.org/2.4/en/html/ Hope that at least helps some. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bucke D.J. Sent: Tuesday, February 09, 2010 1:28 PM To: otrs@otrs.org Subject: [otrs] basic use of otrs Hi Apologies if these questions are obvious but.... We are trying to setup OTRS for use for the first time and need a bit of guidance. Basically under what circumstances would you use the dashboard.
From what I can see the best way to use OTRS is to use the queue view status which show all incoming mail. Is that the way most others use it or do people take advantage of the dashboard?
Am also trying to work out what the relationship is between the ticket states new and open. Can anyone explain this? Does anyone have access to a guide which might explain the basics? Have searched the internet and the mailings but cant find anything Hope someone can help Thanks Dave Bucke
Hi, Dave.
New ticket is a ticket that hasn't any answers or notes attached to it.
Open ticket is a ticket in progress so to say, that means it has been noted or answered.
New ticket can (and must:) be changed to Open, but never vice versa.
Apart from nice things like News or Statistics, Dashboard lets you see which of your tickets haven't
been answered yet (new tickets), tickets with any kind of follow-ups (open tickets), reminder and
escalation tickets (we here don't use this often). But you don't see there if a ticket is locked, which
is quite important, because agents don't see unlocked tickets in their Locked Tickets (which is a sort
of a to-do list), and the ticket might be left unattended.
So to keep track of unlocked tickets you'd use QueueView. Also, QueueView refreshes automatically at a
set period of time.
So this is how it works in our company:
first-level supporters take care of assigning owners to tickets, if an issue is easy they lock a ticket
themselves, if it seems a bit tougher they assign an owner (somebody from R&D) and this ticket gets
automatically locked by the owner.
Here, R&D guys never use QueueView, because this is supporters' task to dispatch tickets and make sure
that nothing is unattended.
In general, we use Dashboard more than QueueView, because we don't get much tickets (just 20-50 a day).
I think QueueView is more helpful when you get lots of tickets (over 100 a day).
Hope this will help you to understand the difference.
Best regards,
Ilya Kornev.
-----Original Message-----
From: "Bucke D.J."
Hi Apologies if these questions are obvious but.... We are trying to setup OTRS for use for the first time and need a bit of guidance. Basically under what circumstances would you use the dashboard.
From what I can see the best way to use OTRS is to use the queue view status which show all incoming mail. Is that the way most others use it or do people take advantage of the dashboard? Am also trying to work out what the relationship is between the ticket states new and open. Can anyone explain this? Does anyone have access to a guide which might explain the basics? Have searched the internet and the mailings but cant find anything Hope someone can help Thanks Dave Bucke
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participants (3)
-
Bucke D.J. -
Garren McKelvey -
Ilya Kornev