Hi, Mario. I went the standard ITIL approach and installed OTRS ITSM. I use services and ticket types for categories. Both services and ticket types can be hierarchial.
I made time accounting on articles a mandatory field and it's up to the agent to estimate and fill in time spent. Not a best approach I admit, but I use stats checking to catch deliberate fraud. Regards, Anton. 2008/12/18 Obee, Daniel <o...@myhammer.de> > 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 >
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