Hello Duarte,
A nice overview of your system, from where we also can inspire in order to improve ours.
I have to tell you that I also use drop down menus for free field texts and also I really need a work flow system ( What I can't get: 5).
I think there is a solution for your: ( What I can't get: 4):
For any queue you can set: Escalation time (minutes):
If any of the tickets will exceed the time limit (no reply from the technicians) the technicians will be forced to see and work only on that ticket(s).
Take a closer look in there and see if it is what you are looking for.
Enjoy,
Daniel
Wednesday, March 8, 2006, 6:40:44 PM, you wrote:
Duarte> I want to give my input to the OTRS developers.
Duarte> We have a 10000 customer base, 200 distinct locations
Duarte> (buildings), 150 system users (technical staff), a front
Duarte> office (5 members), interact with 5 different companies that use our OTRS installation.
Duarte> A little background about our users: 90% don't know English
Duarte> or the distinction between a hard drive space and memory
Duarte> space. They don't understand what a 1 Mega Email is, or that
Duarte> their quota on the server is only of 30M.
Duarte> We've been in a centralization, merging process, but still
Duarte> have around 90 different domains, etc...
Duarte> 90% of our tickets arrive by phone.
Duarte> We receive around 3000 calls per month, with a average of 1000 new tickets per month.
Duarte> We're in the public sector, so there are lots of work that
Duarte> needs to have written approvals from directors, etc.
Duarte> What I "added" to otrs and what I can't add:
Duarte> Queues: based on major subjects, corporate applications,
Duarte> Maintenance, PC/Printers support, Phones. Inside each of there
Duarte> are several subqueues, and sub sub queues.
Duarte> We've worked primarily on the key/value pairs, adding the following drop down options:
Duarte> - Generic classification:Incident, Problem, Provisioning, change, etc
Duarte> - Solved by: Front Office, Front Office + BackOffice,
Duarte> Backoffice, Reporting, External Companny
Duarte> - Received by: Phone, Fax, Email, paper, Intranet, Cad Portal, and so on
Duarte> - Specific Calssification: Application Autodesk, App SAP,
Duarte> Active Directory Password, AD Permissions, Ad Profiles, AD Shares, AD Printers
Duarte> - Number of objects (meaning the number of actions solved
Duarte> in one ticket, for example one ticket that asks you to create
Duarte> 5 new emails will have a 5 in this field.
Duarte> What can I get with this:
Duarte> 1) I can find out the ticket close rate of each involved
Duarte> team (specially my team: the front office).
Duarte> 2) I can script checks to see if a ticket that is open for 3
Duarte> days is a incident, a problem, etc, and act on it.
Duarte> 3) The roles tab has come handy now, and its easy to add a
Duarte> new user, or remove it from a specific queue. Users have
Duarte> access to several queues, ranging from one or to, to 30 or more.
Duarte>
Duarte> What I can't get:
Duarte> 1) Workflow... all the workflow is done in the heads of our
Duarte> system users. You need to create a ticket with some user info,
Duarte> send it to the team that creates email addresses; after that
Duarte> is done, we send it to the AD team to create the respective
Duarte> user; after that, we (or other team) configure the outlook
Duarte> remotely (or locally in some places we don't have access).
Duarte> All this rules are in our heads and sometimes we fail.
Duarte> 2) Distinguish front office creating a ticket, and front
Duarte> office working on a ticket. Its still difficult to find out.
Duarte> Because when I create a phone ticket, my user "works" on the
Duarte> ticket. I needed another user level... I think (for example, I
Duarte> can't use escalation, because our frontend team needs to have
Duarte> access RW to every queue, but some tickets can't be solved by
Duarte> us, and if a ticket escalates and we can't solve it, just messes up with everyone).
Duarte> 3) the customer front end is too complex (believe me) to be used by our customers.
Duarte> 4) I need a way to pin point a ticket to a specific system
Duarte> user (like a welcome page, instead of "my queues", where a
Duarte> user sees "messages" like: take a better look to this ticket)
Duarte> 5) Also, there is need to another type of workflows:
Duarte> escalation workflows... for some critical processes. Contact
Duarte> person A, if it fails, Contact B, etc... after 15 min if
Duarte> problem is not solved, Warn Director X, after 60minuts, warn Director Y... a timed workflow
Duarte> Sorry if some of these needs are already solved in otrs, but I didn't found out how.
Duarte> Don't get me wrong. OTRS is a good tool, and we use it for the last 3 years.
Duarte> We're planning to change to a NNM solution but I think OTRS
Duarte> is in the correct path. Talking about customer users, I don't
Duarte> know where the developers are aiming to, but if they intend to
Duarte> have a large audience, think that we can't tell users that
Duarte> they need to choose a email, a queue, or something different
Duarte> than [EMAIL PROTECTED] to get their request going.
Duarte> Hope it helps guiding the otrs future.
Duarte> Duarte Cordeiro
Duarte> _______________________________________________
Duarte> OTRS mailing list: otrs - Webpage: http://otrs.org/
Duarte> Archive: http://lists.otrs.org/pipermail/otrs
Duarte> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Duarte> Support oder Consulting für Ihr OTRS System?
Duarte> http://www.otrs.de/
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