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.
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