OTRS Reporting modules
Hello otrs, Does any one implemented any advanced reporting system in order to monitor: - operators activity: number of worked tickets; accounted time; login time; escalated tickets; etc ... - SLA; - first call resolution; - any other useful CS indicators; I think this should be next big move for OTRS, to improve the reporting system. Thanks for your attention, Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
Hi all, BALAN, Daniel schrieb:
Does any one implemented any advanced reporting system in order to monitor:
- operators activity: number of worked tickets; accounted time; login time; escalated tickets; etc ...
- SLA;
- first call resolution;
- any other useful CS indicators;
I just do some small improvements on generating reports out of OTRS through SQL-statements within OpenOffice - I will post it here later after having achieved a certain maturity. A report towards SLA-achievement is simply to do a statement about escalation, e.g. how many different tickets have been escalated today or how long did it take to clear an escalation of a ticket. I have no clue how to achieve this statement, because ticket escalation seems not to be stored within the ticket-history or somewhere else. (I think OTRS checks "online" (e.g. on access to the queue-overview) if a ticket is escalated and then displayes only the escalated tickets, but does not do any DB-entry or other logging about that. I hope I'm wrong with this view.) Can anybody give me a hint? Bye, Alex
I think we should create somethink like this: http://eventum.mysql.org/wiki/index.php/Image:Profile.jpg a desktop / panel / monitor with many index / graph and drill-down capabilities. -----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Alexander Scholler Inviato: martedì 7 febbraio 2006 12.36 A: User questions and discussions about OTRS.org Oggetto: Re: [otrs] OTRS Reporting - Ticket escalation Hi all, BALAN, Daniel schrieb:
Does any one implemented any advanced reporting system in order to monitor:
- operators activity: number of worked tickets; accounted time; login time; escalated tickets; etc ...
- SLA;
- first call resolution;
- any other useful CS indicators;
I just do some small improvements on generating reports out of OTRS through SQL-statements within OpenOffice - I will post it here later after having achieved a certain maturity. A report towards SLA-achievement is simply to do a statement about escalation, e.g. how many different tickets have been escalated today or how long did it take to clear an escalation of a ticket. I have no clue how to achieve this statement, because ticket escalation seems not to be stored within the ticket-history or somewhere else. (I think OTRS checks "online" (e.g. on access to the queue-overview) if a ticket is escalated and then displayes only the escalated tickets, but does not do any DB-entry or other logging about that. I hope I'm wrong with this view.) Can anybody give me a hint? Bye, 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Hello Alexander, Tuesday, February 7, 2006, 1:35:37 PM, you wrote: Alexander> Hi all, Alexander> BALAN, Daniel schrieb:
Does any one implemented any advanced reporting system in order to monitor:
- operators activity: number of worked tickets; accounted time; login time; escalated tickets; etc ...
- SLA;
- first call resolution;
- any other useful CS indicators;
Alexander> I just do some small improvements on generating reports out of OTRS Alexander> through SQL-statements within OpenOffice - I will post it here later Alexander> after having achieved a certain maturity. that means ... days/weeks/months ? :) Alexander> A report towards SLA-achievement is simply to do a statement about Alexander> escalation, e.g. how many different tickets have been escalated today or Alexander> how long did it take to clear an escalation of a ticket. I think the escalation model is used different in different installations, so I am not sure if we can provide a reporting model for this one. For example in my installation the escalations is seen as Change Owner but not by Changing the Queue. Alexander> I have no clue how to achieve this statement, because ticket escalation Alexander> seems not to be stored within the ticket-history or somewhere else. Alexander> (I think OTRS checks "online" (e.g. on access to the queue-overview) if Alexander> a ticket is escalated and then displayes only the escalated tickets, but Alexander> does not do any DB-entry or other logging about that. I hope I'm wrong Alexander> with this view.) Any way we have to define few CC important indicators to be used by OTRS. I am working on it and hope to get back with more info. The charts the Simone showed us are really nice. Alexander> Can anybody give me a hint? Alexander> Bye, Alex Alexander> _______________________________________________ Alexander> OTRS mailing list: otrs - Webpage: http://otrs.org/ Alexander> Archive: http://lists.otrs.org/pipermail/otrs Alexander> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Alexander> Support oder Consulting für Ihr OTRS System? =>> http://www.otrs.de/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
I would like to insert a different way to "Contact customer": now the system allow only "phone call", but we usually connect to user computer using remote access (remote desktop, pc-anyware, etc.). So we need to have also "remote connection". THis kind of operation must be notified to user (phone call does not). Do anybody know how to do that ? Ciao Simone
I need it too, I'm planning to create something using Crystal Reports onto my network, but a shared / open solution will be best. anybody would like to collaborate to create them ? using which tools ? Simone -----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Per conto di BALAN, Daniel Inviato: martedì 7 febbraio 2006 11.24 A: otrs@otrs.org Oggetto: [otrs] OTRS Reporting modules Hello otrs, Does any one implemented any advanced reporting system in order to monitor: - operators activity: number of worked tickets; accounted time; login time; escalated tickets; etc ... - SLA; - first call resolution; - any other useful CS indicators; I think this should be next big move for OTRS, to improve the reporting system. Thanks for your attention, Daniel
participants (3)
-
Alexander Scholler -
BALAN, Daniel -
Simone Girlanda