I might be on the wrong track here.. but here are some thoughts.. > 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)
This can be arranged with abit of inituative procmail filtering together with GenericAgent and different queues. A queue could be SLA<any-given-name> and RFC for example where the queue escalation time and the people watching it is a specified ammount of people while another SLA and incident/high where the priority and escalation time would be a whole lot shorter. Also different mail adresses for different things .. like for "request info" the de facto standard seem to be [EMAIL PROTECTED] > Another weak point is the consideration/integration of SLA on > ticket-work. Here .. ether different queues as discussed above or different priorites. > Perhaps my posting helps efforts of the otrs-developers by > initiating a > discussion of this topic. _______________________________________________ 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/
