First of all, we do not recommend to have a per-Agent-one-Queue concept, but this is Off-Topic here.
I can understand that. The challenge was trying to have an simple way for agents to see all the tickets they own. When using the Dashboard, My Queues is a really cluttered way to find your tickets. Yes, I see the ticket view, but the views there aren't as simple as the dash. Much harder to see the ticket titles when smashed up next to the sender. We are open to structural changes still, but we need to be able to report on the time each agent is taking to respond, solve tickets, etc. . .and since I am still trying to get a handle on the reporting options, I wasn't sure how we needed to design it so we can accomplish this.
While I still really like the Statistic Module in OTRS it might be easier for some cases to use external reporting suites like Crystal Reports.
Hm. Any documentation on that? I didn't notice that in the admin manual either, but I wasn't specifically looking. I assume that means setting up an ODBC source on the reporting machine. Unfortunately, we haven't been able to get Crystal. . .just been building reports in Access mostly. So, is the info I am trying to get out available?
Thanks. --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
