Sarah Baker wrote:
[...]
Can you point me in the direction of any documentation to explain why
these show up for every ticket and don’t go away until the ticket is
closed? How can I control it?
Hello Sarah,
please check your queue settings, I think you have set times for
response time, update time and solution time. For the beginning you
could deactivate these features by setting them to 0 minutes until you
need them.
[...]
I’ve also another question on how best to use OTRS for
activities/tasks that aren’t really from the user base, but internal
tasks. When in previous companies we used bugzilla or JIRA as a ‘help
desk’ ticket system – it was easy to set tasks that were (internally
generated) and manage them together with user requests and add
prioritization, deadlines, etc . I don’t find any way thusfar to do this
within OTRS, is it just the wrong tool for the job? Any information you
can point me to is appreciated
First I would create a separate queue for them. Under the user
preferences each user can select its ("his" ? Sorry for my bad English.)
queues to form a virtual queue named "My Queues". then you can see all
tickets but with the queue as an additional information like "internal".
In my opinion OTRS is very flexible due to its composition and license.
That's why I think it can be the right tool for you, but you need a
workflow concept since there are several right ways to work with OTRS.
I hope that I helped you, feedback is appreciated.
Regards
Alexander Halle
--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152
Web: http://www.radprax.de
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