Hi Mario There are different ways to categorize tickets:
- the easiest and most common: Use different queues - the typical: use ticket type to define the category - the most complex and deepest: define a set of freefields that hold the categories and maybe subcategories Time accounting is a little tricky if not done by hand (leave the work time in the ticketfreetime). The problem is a non-OTRS problem: How do I avoid measuring time in which the ticket was open but waited for input from an employee who sat in a meeting next door? Greets Daniel -----Ursprüngliche Nachricht----- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von m...@bortal.de Gesendet: Donnerstag, 18. Dezember 2008 15:49 An: otrs@otrs.org Betreff: [otrs] How to categorize Tickets - Analyze spent time on categories Hello List, i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls. Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;) Cheers, Mario _______________________________________________ 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 _______________________________________________ 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