Er Why? Simply putting graphs on a web page says very little unless one includes further information on what the graph actually is intended to say! The simple breakdown currently standard is an adequate snapshot of what is going on, but a more complex analysis from the OTRS data alone is probably inappropriate.
SLAs tend to be as much organisational political objectives as numeric performance measures, and displaying numbers or pictures without an analysis of how those numbers and pictures reflect success (or failure) to meet a SLA in all of its aspects is not in itself very useful. Factors outside the information stored within OTRS may may also be an influence on the events that create that data, and OTRS statistical data may therefore be an incomplete view of the situation. (Information on factors affecting performance may also be within OTRS but not in form that can be used). I would think it much more appropriate to set up SQL queries to extract and import the relevant numbers and breakdowns for the organisations circumstances and place the data in your favourite spreadsheet or statistics application for more complex analysis and integration into management reports. Tools to assist such a process would probably be of more use than incorporating a statisical analysis module into OTRS (e.g. template javascript or perl scripts to create spreadsheets from SQL queries). Would otherwise be a bad case of "Re-inventing the wheel" methinks. BALAN, Daniel said: <Stuff deleted> > Reporting/Statistic (both historical and real time) module. <Stuff deleted> > 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 > Alexander> _______________________________________________ > Alexander> OTRS mailing list: otrs - Webpage: http://otrs.org/ > Alexander> Archive: http://lists.otrs.org/pipermail/otrs > Alexander> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Alexander> Support oder Consulting f?r Ihr OTRS System? > =>> http://www.otrs.de/ > _______________________________________________ > 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/ _______________________________________________ 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/
