Hi,
an important metric of Service-Desk is to measure which paths are used
for creating new ticket like (article_type)
* phone
* web
* fax
* mail
* small-talk (on the toilets ;-)) "hey joe, could you please..."
* SOAP
and who created the ticket (article_sender_type)
* the user
* one of his IT-key-users
* one member of the IT-stuff (OTRS-agent)
* some kind of system monitoring (like nagios or client-HW-monitoring-tool)
I think todays OTRS lacks in the possibility of doing the
ticket-creation in such a specific way, that the above mentioned
scenaria can be distingushed (for analytic reasons).
OK, if you create a ticket from a system-monitoring-tool via SOAP,
you can add article_type = SOAP and article_sender_type = Monitoring to
the database and can create the ticket in such a specific way,
but you cannot manually create a ticket where
* the IT-key-user of a department
* told you during breakfast
* that user x has some trouble with...
The Web-GUI cannot handle that.
Another lack: within a ticket, "phone calls" are always outgoing - you
cannot document a customer calling you upon a ticket.
Could you give me any hints on how I can optimize the data-quality on my
tickets?
To OTRS-devs: Did you plan any improvements on this issues? When?
Bye, Alex
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