How to categorize Tickets - Analyze spent time on categories
Hello List, i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls. Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;) Cheers, Mario
Hi Mario There are different ways to categorize tickets: - the easiest and most common: Use different queues - the typical: use ticket type to define the category - the most complex and deepest: define a set of freefields that hold the categories and maybe subcategories Time accounting is a little tricky if not done by hand (leave the work time in the ticketfreetime). The problem is a non-OTRS problem: How do I avoid measuring time in which the ticket was open but waited for input from an employee who sat in a meeting next door? Greets Daniel -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ml@bortal.de Gesendet: Donnerstag, 18. Dezember 2008 15:49 An: otrs@otrs.org Betreff: [otrs] How to categorize Tickets - Analyze spent time on categories Hello List, i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls. Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;) Cheers, Mario _______________________________________________ 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
Hi, Mario.
I went the standard ITIL approach and installed OTRS ITSM. I use services
and ticket types for categories. Both services and ticket types can be
hierarchial.
I made time accounting on articles a mandatory field and it's up to the
agent to estimate and fill in time spent. Not a best approach I admit, but I
use stats checking to catch deliberate fraud.
Regards,
Anton.
2008/12/18 Obee, Daniel
Hi Mario
There are different ways to categorize tickets:
- the easiest and most common: Use different queues - the typical: use ticket type to define the category - the most complex and deepest: define a set of freefields that hold the categories and maybe subcategories
Time accounting is a little tricky if not done by hand (leave the work time in the ticketfreetime). The problem is a non-OTRS problem: How do I avoid measuring time in which the ticket was open but waited for input from an employee who sat in a meeting next door?
Greets Daniel
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ml@bortal.de Gesendet: Donnerstag, 18. Dezember 2008 15:49 An: otrs@otrs.org Betreff: [otrs] How to categorize Tickets - Analyze spent time on categories
Hello List,
i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls.
Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;)
Cheers, Mario
_______________________________________________ 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 _______________________________________________ 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
Hi Daniel, the Ticket-Type works well for us...BUT when an email comes in and i write an reply over the otrs gui, then i can not select the ticket type. Therefore the ticket will never get a type?! Cheers, Mario Obee, Daniel wrote:
Hi Mario
There are different ways to categorize tickets:
- the easiest and most common: Use different queues - the typical: use ticket type to define the category - the most complex and deepest: define a set of freefields that hold the categories and maybe subcategories
Time accounting is a little tricky if not done by hand (leave the work time in the ticketfreetime). The problem is a non-OTRS problem: How do I avoid measuring time in which the ticket was open but waited for input from an employee who sat in a meeting next door?
Greets Daniel
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ml@bortal.de Gesendet: Donnerstag, 18. Dezember 2008 15:49 An: otrs@otrs.org Betreff: [otrs] How to categorize Tickets - Analyze spent time on categories
Hello List,
i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls.
Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;)
Cheers, Mario
_______________________________________________ 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 _______________________________________________ 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
Hi, We are facing the same problem here with the Ticket Type parameter, the only solution we found was one proposed by CARNINO Daniele a month ago, you can find this solution by searching on the mailing list archive for subject '[otrs] R: TicketType on reply', dated 11/18. This solution is not the best one but currently this is the only one we found without having to modify the code again ... The best thing would be to have the Type field available when replying to a ticket on the compose form, maybe an OTRS enhancement could be entered on OTRS BugZilla for this ? Don't hesitate to contact me if you have questions or problem finding the corresponding mails. Best regards, Laurent MINOST ml@bortal.de a écrit :
Hi Daniel,
the Ticket-Type works well for us...BUT when an email comes in and i write an reply over the otrs gui, then i can not select the ticket type. Therefore the ticket will never get a type?!
Cheers, Mario
Obee, Daniel wrote:
Hi Mario
There are different ways to categorize tickets:
- the easiest and most common: Use different queues - the typical: use ticket type to define the category - the most complex and deepest: define a set of freefields that hold the categories and maybe subcategories
Time accounting is a little tricky if not done by hand (leave the work time in the ticketfreetime). The problem is a non-OTRS problem: How do I avoid measuring time in which the ticket was open but waited for input from an employee who sat in a meeting next door?
Greets Daniel
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ml@bortal.de Gesendet: Donnerstag, 18. Dezember 2008 15:49 An: otrs@otrs.org Betreff: [otrs] How to categorize Tickets - Analyze spent time on categories
Hello List,
i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls.
Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;)
Cheers, Mario
_______________________________________________ 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 _______________________________________________ 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
_______________________________________________ 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
participants (4)
-
Anton Gubar'kov -
Laurent Minost -
ml＠bortal.de -
Obee, Daniel