I want to give my input to the OTRS developers. We have a 10000 customer base, 200 distinct locations (buildings), 150 system users (technical staff), a front office (5 members), interact with 5 different companies that use our OTRS installation.
A little background about our users: 90% don't know English or the distinction between a hard drive space and memory space. They don't understand what a 1 Mega Email is, or that their quota on the server is only of 30M. We've been in a centralization, merging process, but still have around 90 different domains, etc... 90% of our tickets arrive by phone. We receive around 3000 calls per month, with a average of 1000 new tickets per month. We're in the public sector, so there are lots of work that needs to have written approvals from directors, etc. What I "added" to otrs and what I can't add: Queues: based on major subjects, corporate applications, Maintenance, PC/Printers support, Phones. Inside each of there are several subqueues, and sub sub queues. We've worked primarily on the key/value pairs, adding the following drop down options: - Generic classification:Incident, Problem, Provisioning, change, etc - Solved by: Front Office, Front Office + BackOffice, Backoffice, Reporting, External Companny - Received by: Phone, Fax, Email, paper, Intranet, Cad Portal, and so on - Specific Calssification: Application Autodesk, App SAP, Active Directory Password, AD Permissions, Ad Profiles, AD Shares, AD Printers - Number of objects (meaning the number of actions solved in one ticket, for example one ticket that asks you to create 5 new emails will have a 5 in this field. What can I get with this: 1) I can find out the ticket close rate of each involved team (specially my team: the front office). 2) I can script checks to see if a ticket that is open for 3 days is a incident, a problem, etc, and act on it. 3) The roles tab has come handy now, and its easy to add a new user, or remove it from a specific queue. Users have access to several queues, ranging from one or to, to 30 or more. What I can't get: 1) Workflow... all the workflow is done in the heads of our system users. You need to create a ticket with some user info, send it to the team that creates email addresses; after that is done, we send it to the AD team to create the respective user; after that, we (or other team) configure the outlook remotely (or locally in some places we don't have access). All this rules are in our heads and sometimes we fail. 2) Distinguish front office creating a ticket, and front office working on a ticket. Its still difficult to find out. Because when I create a phone ticket, my user "works" on the ticket. I needed another user level... I think (for example, I can't use escalation, because our frontend team needs to have access RW to every queue, but some tickets can't be solved by us, and if a ticket escalates and we can't solve it, just messes up with everyone). 3) the customer front end is too complex (believe me) to be used by our customers. 4) I need a way to pin point a ticket to a specific system user (like a welcome page, instead of "my queues", where a user sees "messages" like: take a better look to this ticket) 5) Also, there is need to another type of workflows: escalation workflows... for some critical processes. Contact person A, if it fails, Contact B, etc... after 15 min if problem is not solved, Warn Director X, after 60minuts, warn Director Y... a timed workflow Sorry if some of these needs are already solved in otrs, but I didn't found out how. Don't get me wrong. OTRS is a good tool, and we use it for the last 3 years. We're planning to change to a NNM solution but I think OTRS is in the correct path. Talking about customer users, I don't know where the developers are aiming to, but if they intend to have a large audience, think that we can't tell users that they need to choose a email, a queue, or something different than [EMAIL PROTECTED] to get their request going. Hope it helps guiding the otrs future. Duarte Cordeiro _______________________________________________ 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/
