Hello Nils,
Let's take your scenario and say we have the following queues: A, B and C corresponding to three levels of response time 8h, 12h and 24h.
How can I as manager:
- measure the SLA;
- enforce the operators to first work on the messages in queue A but also make sure there are some tickets in the queue B that are reaching their response time;
- set notifications/alarms in case one of the tickets is not answered in the right time.
I am not sure if all of the OTRS users need these, but I think they are a must for any small/medium tech service dept.
Regards,
Daniel
Wednesday, March 8, 2006, 12:53:31 PM, you wrote:
Nils> Alexander Scholler wrote:
>> 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)
Nils> I don't think OTRS is lacking anything in this respect. Just create
Nils> different mail adresses for your different types of requests (who
Nils> says everyone has the same types you would use?) and put the incoming
Nils> tickets in different queues depending on to which mail address they
Nils> were sent. You could add priorities to the mix, but I'd start by
Nils> using separate queues. Since everyone will have a different setup
Nils> there isn't any default queue setup that differentiates between
Nils> queues, but just a single queue. Just remember that OTRS is used by
Nils> more people than just people that run a business that is like the one
Nils> you run.
Nils> Nils Breunese.
Nils> _______________________________________________
Nils> OTRS mailing list: otrs - Webpage: http://otrs.org/
Nils> Archive: http://lists.otrs.org/pipermail/otrs
Nils> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Nils> Support oder Consulting für Ihr OTRS System?
-- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
_______________________________________________ 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/
