Hi all,
I was very appreciated to read on the otrs.org-Website that "OTRS goes
ITIL", meaning that OTRS aspires to reach an ITIL-certificate - whatever
this means...?
I think that the current OTRS-implementation lacks the distinction of
incoming requests. Is it a
* incident
* service-request, especially
- change request
- request for information or education
(* problem)
(We currently bypass this missing feature by using priorities like
1 - request for info, 2 - rfc/low, 3 - rfc/high,
4 - incident/low, 5 - incident/normal. 6 - incident/high)
Another weak point is the consideration/integration of SLA on ticket-work.
Perhaps my posting helps efforts of the otrs-developers by initiating a
discussion of this topic.
Bye, Alex
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