Hello Alexander,
I totally agree with you.
Beside the SLA need I can also add the need for a powerful Reporting/Statistic (both historical and real time) module.
I am not sure if the guys at OTRS are planing a new otrs version where to include all this things.
Regards,
Daniel
Wednesday, March 8, 2006, 8:53:35 AM, you wrote:
Alexander> Hi all,
Alexander> I was very appreciated to read on the otrs.org-Website that "OTRS goes
Alexander> ITIL", meaning that OTRS aspires to reach an ITIL-certificate - whatever
Alexander> this means...?
Alexander> I think that the current OTRS-implementation lacks the distinction of
Alexander> incoming requests. Is it a
Alexander> * incident
Alexander> * service-request, especially
Alexander> - change request
Alexander> - request for information or education
Alexander> (* problem)
Alexander> (We currently bypass this missing feature by using priorities like
Alexander> 1 - request for info, 2 - rfc/low, 3 - rfc/high,
Alexander> 4 - incident/low, 5 - incident/normal. 6 - incident/high)
Alexander> Another weak point is the consideration/integration of SLA on ticket-work.
Alexander> Perhaps my posting helps efforts of the otrs-developers by initiating a
Alexander> discussion of this topic.
Alexander> Bye, Alex
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