Hi Daniel,
the Ticket-Type works well for us...BUT when an email comes in and i
write an reply over the otrs gui, then i can not select the ticket type.
Therefore the ticket will never get a type?!
Cheers,
Mario
Obee, Daniel wrote:
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
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