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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