Hi, We've been using OTRS in our organisation for about 6 months now and in many ways it does everything we want and has been a vast improvement over previous ad hoc systems. There are two areas that are frustrating though and may cause me to look elsewhere for other solutions: 1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID. 2. Reporting - I'd love to generate some more reports - things that spring to mind are: Number of new tickets in office hours / out of hours Time between new ticket created and first agent response Time between new ticket and ticket closed What are other people's experiences in these areas? Thanks, Marcus
Hi Marcus, Marcus Hopwood schrieb:
Hi,
We've been using OTRS in our organisation for about 6 months now and in many ways it does everything we want and has been a vast improvement over previous ad hoc systems. There are two areas that are frustrating though and may cause me to look elsewhere for other solutions:
1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID.
Think about this solution: OTRS receives a mail from an individual within one of your "customer companies". Normally, his mail-address is stored as customer-user-login and customerID/customer#. You can remain the mail-address as customer-user-login, but change the customer# to a unique string for all individuals of his company, e.g. company name. So you have stored the individual himself, but also his belonging to the customer company. This change can be done automatically through PostmasterFilter, e.g. define a filter which searches for mail-addresses .*@your-customer.com (you could also use the mail-domain as customer# if you just want to define one single postmaster filter). Your individual contact persons within
2. Reporting - I'd love to generate some more reports - things that spring to mind are:
Number of new tickets in office hours / out of hours Time between new ticket created and first agent response Time between new ticket and ticket closed
Have a look at several posting of the last weeks (I did some postings).
What are other people's experiences in these areas?
Thanks,
Marcus
Bye, Alex
Thanks Alex,
1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID.
Think about this solution: OTRS receives a mail from an individual within one of your "customer companies". Normally, his mail-address is stored as customer-user-login and customerID/customer#. You can remain the mail-address as customer-user-login, but change the customer# to a unique string for all individuals of his company, e.g. company name. So you have stored the individual himself, but also his belonging to the customer company. This change can be done automatically through PostmasterFilter, e.g. define a filter which searches for mail-addresses .*@your-customer.com (you could also use the mail-domain as customer# if you just want to define one single postmaster filter).
Your individual contact persons within
This sounds like it work well for us (and actually be better than my idea of a drop down box). Would this be done by setting a PostMaster Filter for every customer or would it be possible to script it - for example with a database that held Customer Name and mail-domain then a single filter that said look up the mail domain in the db and update Customer# with the corresponding Customer Name. If the latter were possible I'd probably be prepared to pay for someone to develop it ... Thanks again for your help. Marcus
Hi Marcus, Marcus Hopwood schrieb:
Thanks Alex,
1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID.
Think about this solution: OTRS receives a mail from an individual within one of your "customer companies". Normally, his mail-address is stored as customer-user-login and customerID/customer#. You can remain the mail-address as customer-user-login, but change the customer# to a unique string for all individuals of his company, e.g. company name. So you have stored the individual himself, but also his belonging to the customer company. This change can be done automatically through PostmasterFilter, e.g. define a filter which searches for mail-addresses .*@your-customer.com (you could also use the mail-domain as customer# if you just want to define one single postmaster filter).
Your individual contact persons within
This sounds like it work well for us (and actually be better than my idea of a drop down box). Would this be done by setting a PostMaster Filter for every customer or would it be possible to script it - for example with a database that held Customer Name and mail-domain then a single filter that said look up the mail domain in the db and update Customer# with the corresponding Customer Name. If the latter were possible I'd probably be prepared to pay for someone to develop it ...
I think you can set the customer-maildomain with just one Postmaster Filter as Customer#. Search for: Header1: From Value: .+@(.+) Perhaps you have to mask the @ as \@ Set as: Header1: X-OTRS-CustomerNo Value: [***] I didn't ever try it - perhaps you have to modify it kindly. If just the mail-domain isn't sufficient for you, you could set @[***] and run a generic agent every x minutes searching for customerno with ^@(.+) and replaces it with the proper company name looked up in the db-table you described. This can be done by a self-written GenericAgent-module. Bye, Alex p.s. I never used customer-groups. Check out this stanard-feature of OTRS, but I think it doesn't suit your needs.
Thanks again for your help.
Marcus
Your welcome, Alex
Alex,
I think you can set the customer-maildomain with just one Postmaster Filter as Customer#.
Search for: Header1: From Value: .+@(.+) Perhaps you have to mask the @ as \@
Set as: Header1: X-OTRS-CustomerNo Value: [***]
That's pretty cool - it would be nice to be able to remove the trailing ">" from the mail domain but I think it might be good enough for now -- now I'll investigate the GenericAgent modules ...
I didn't ever try it - perhaps you have to modify it kindly.
If just the mail-domain isn't sufficient for you, you could set @[***] and run a generic agent every x minutes searching for customerno with ^@(.+) and replaces it with the proper company name looked up in the db-table you described. This can be done by a self-written GenericAgent-module.
Bye, Alex
p.s. I never used customer-groups. Check out this stanard-feature of OTRS, but I think it doesn't suit your needs.
Thanks again for your help.
Marcus
Your welcome, Alex _______________________________________________ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
Hi Marcus, Marcus Hopwood schrieb:
Alex,
I think you can set the customer-maildomain with just one Postmaster Filter as Customer#.
Search for: Header1: From Value: .+@(.+) Perhaps you have to mask the @ as \@
Set as: Header1: X-OTRS-CustomerNo Value: [***]
That's pretty cool - it would be nice to be able to remove the trailing ">" from the mail domain but I think it might be good enough for now -- now I'll investigate the GenericAgent modules ...
That sound like you managed to store the mail-domain as customer#.
The trailing > of "givenname surname
participants (2)
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Alexander Scholler -
Marcus Hopwood