|
I’m using 2.0.1. I’ll
take a look at that J Thanks. From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Hi Duarte, to bad you didn’t
mention your OTRS version. I think since
version 2.0 it’s possible to implement a workflow in otrs. You can use
Ticket-ACL to archive this. Take a closer look at OTRS-Faq: 420068 It’s a
pretty good explanation of this feature. Regards Thorsten Von: BALAN, Daniel
[mailto:[EMAIL PROTECTED] 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>
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