Christian Schoepplein wrote:
Hello,
On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse wrote:
At this moment I'm configuring an evealuation setup for OTRS. All goes
verry well, thanks for all that have created OTRS to what it is.
Thanks :).
There is however 1 item I cannot find in OTRS: Every ticket should have
a 'topic' with it: A "subject" like item that is selected from a
pre-created list of topics.
In the end, the usage is to create statistics over these topics, just
like the statistics over the queues.
That feature isn't implemented in OTRS yet. But maybe you can use the
free text fields and use them for your needs.
That's one of the things we are looking at. The major problem is that it
is to deep into the ticket to set the value. Then, it is a free-text
value, where we prefer a pre-defined list of topics. At first idea, a
sinlge topic per ticked will do, on the other hand, I can imagine
problems that are related to 2 or more topics, hence that should be
possible.
The final reason for this 'topic' or 'keyword' (to mention an other
term) is to take staistics from it: What topics give what number of calls.
One other (future) use can be a merge with the faq or other knowledge base.
If not, we ofcourse can implement the topic feature for you. Just write
a message to
[EMAIL PROTECTED]
If otrs is to be our final solution, that is one of the things.
Regards,
C. Beerse
_______________________________________________
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/
