Dynamic fields (or something like it) for agents?
Hello! I need to configure my OTRS but I'm having some problems... I thought that Dynamic Fields could solve them, but unfortunately it's not the case (until now). What I need to do is to use some ticket's information to make statistics, so I would have to mark the tickets that are important to me (like a checkbox) so I can filter them after. More precisely, I need to make a monthly report about those marked tickets. I would also need to add information to those marked tickets, I could use notes, but I was thinking about a agent side field, like a Dynamic Field that only agents can modify. After each month, I would like to filter the marked tickets and then use the information added by the agents to them to make statistics (how I would add this information is still a mystery to me). Do you have any idea about how could I do that? I hope I was clear about my problem :)
Alexandre; I am new to OTRS also, and have been struggling with similar issues. Hopefully some insights from another neophyte will help you (and hopefully the more experienced will correct any mistakes).
From what I understand of OTRS' operational philosophy, queues are intended to address challenges like the one you presented. So, based on the information provided, you might create an "Important" queue, and have your staff (or yourself) put all tickets that need to be tracked separately into that queue. You would then run your statistics against just that one queue.
I suppose, depending on your situation, that Services (as part of OTRS::ITSM) and the Service Level Management Module (available as an add on to OTRS::ITSM) could also help you solve your problem, though I have no experience with the SLM Module. I hope that helps. Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. www.PerformAir.com -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexandre Lima Sent: Monday, January 11, 2016 1:01 PM To: User questions and discussions about OTRS. Subject: [otrs] Dynamic fields (or something like it) for agents? Hello! I need to configure my OTRS but I'm having some problems... I thought that Dynamic Fields could solve them, but unfortunately it's not the case (until now). What I need to do is to use some ticket's information to make statistics, so I would have to mark the tickets that are important to me (like a checkbox) so I can filter them after. More precisely, I need to make a monthly report about those marked tickets. I would also need to add information to those marked tickets, I could use notes, but I was thinking about a agent side field, like a Dynamic Field that only agents can modify. After each month, I would like to filter the marked tickets and then use the information added by the agents to them to make statistics (how I would add this information is still a mystery to me). Do you have any idea about how could I do that? I hope I was clear about my problem :) --------------------------------------------------------------------- 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
Hello, there are many options you can use to address what you are looking
for.
1. You can use a Dynamic Field the kind you want (Checkbox, Dropbox, etc)
to flag the ticket you want and then make an stat to get the info you want.
What you need to define is where you want that to be done (the flaggin)
when creating the ticket, when adding a note, when answering an email, etc.
2. You can use other OTRS fields to address that, for example priority, you
can set the priority to the highest level on those tickets and then
similarly make an stat for it.
Regards
2016-01-11 14:00 GMT-06:00 Alexandre Lima
Hello!
I need to configure my OTRS but I'm having some problems... I thought that Dynamic Fields could solve them, but unfortunately it's not the case (until now). What I need to do is to use some ticket's information to make statistics, so I would have to mark the tickets that are important to me (like a checkbox) so I can filter them after. More precisely, I need to make a monthly report about those marked tickets. I would also need to add information to those marked tickets, I could use notes, but I was thinking about a agent side field, like a Dynamic Field that only agents can modify. After each month, I would like to filter the marked tickets and then use the information added by the agents to them to make statistics (how I would add this information is still a mystery to me). Do you have any idea about how could I do that? I hope I was clear about my problem :) --------------------------------------------------------------------- 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
-- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro@gridshield.net
Thank you Alvaro and Dominic!
I have solved the problem!
I've considered making a new queue and put the tickets I wanted there, like Dominic suggested, but then I found out that I could create a dynamic field in the "notes" page of the ticket, like Alvaro suggested.
To do that, I've created a checkbox dynamic field and then I went to Frontend::Agent::Ticket::ViewNote and then added It to the dynamic fields list "Ticket::Frontend::AgentTicketNote###DynamicField".
Now, my agents can add a note and, while doing it, mark the checkbox!
When I export the tickets in the Statistics page (using tickets created last month, for example), the checkbox is printed as an atribute on the csv file.
Thank you for your help!
Best regards,
Alexandre
----- Original Message -----
From: "Alvaro Cordero"
participants (3)
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Alexandre Lima -
Alvaro Cordero -
DHilsbos＠performair.com