I am fairly new as well.. From my experiences so far though I have gone with
something like the following (requires some small code additions which I will
gladly help you with if you are interested)
Building - (que)
Issue Type - (service)
Detail - (SLA)
What this does is allow me to have something like the following
OHS
- Account Issue
- My account is locked out
- I forgot my password
- Keyboard/Mouse issue
- My mouse stopped working
- I need a mouse
- I need a keyboard
-Monitor Issue
- Related SLA's
- Computer Issue
- Related SLA's
- Internet Issue
- Related SLA's
DLR
- Account Issue
- My account is locked out
- I forgot my password
- Keyboard/Mouse issue
- My mouse stopped working
- I need a mouse
- I need a keyboard
-Monitor Issue
- Related SLA's
- Computer Issue
- Related SLA's
- Internet Issue
- Related SLA's
Etc etc
each service has many SLAs associated with it which allows me to do something
like the following
A teacher submits a ticket with OHS // Computer Issue // My computer won't turn
on
That SLA triggers an e-mail that sends out on that specific issue with
troubleshooting instructions such as "check if the power cord is plugged in"
it reduces a lot of work on your end coming from people that just can't seem to
grasp the fact of checking the simple stuff.. and it also helps to better
classify your specific issues and you don't get the my computer don't work
tickets where you have to spend time investigating what the real issue is..
But in all honesty the way you set it up should be what works best for you..
there is no real best way to set it up..
Shawn Gadow
Network Administrator
Oregon Community Unit School District 220
"Security is when everything is settled. When nothing can happen to you.
Security is the denial of life." - Germaine Greer
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of marthter
Sent: Thursday, April 28, 2011 2:24 PM
To: otrs@otrs.org
Subject: [otrs] how detailed to make the queue names?
Hi folks,
I'm fairly new to OTRS. I have installed version 2.4.7 on an Ubuntu 10.04
system, and have been testing it with the past 10 or 15 support calls as
examples.
We have just a small support team, most days only 1 or 2 agents are "on" out of
4 of us total. I have set up these 4 users as "agent" users through the LDAP
integration to our Active Directory server.
We have about 100 employees that we are supporting for various IT requests
(computers, laptops, cell phones, BlackBerrys, some off the shelf applications,
and 2 small in-house developed applications). These I have set up in OTRS as
"customers" (even though they are all internal "customers") which are divided
between two companies under the same parent company.
For trying out and learning the features of OTRS, I have set up about 6 queues:
- computers
- laptops
- network and VPN
- cell phones
- BlackBerrys
- in-house apps
However I would also like a way to track the requests by which of the two
companies it was from. What do you guys recommend for this? Is it better to
make 2 top-level queues, and 6 queues under each? such as:
- Company A
- computers
- laptops
- network and VPN
- cell phones
- BlackBerrys
- in-house apps
- Company B
- computers
- laptops
- network and VPN
- cell phones
- BlackBerrys
- in-house apps
Further, I would also like to eventually track with more granularity than the
above 6, and much of this next-level-of-detail will be repeated under each of
the above queues (though some sub-divisions will be specific). For example:
- computers
- accessories
- lost devices
- damaged devices
- new device roll out
- old device removal
- laptops
- accessories
- lost devices
- damaged devices
- new device roll out
- old device removal
- network and VPN
- connectivity
- performance
- VPN
- cell phones
- number and SIM card swaps
- accessories
- lost devices
- damaged devices
- new device roll out
- old device removal
...
I'm wondering if making the queues so detailed is really the right way to do
this? or if there are some other features, parameters, status, type, labels,
etc on each ticket that would be better to use for this?
As far as assigning which of our 4 agents will work on the tickets, the 6
divisions is plenty (basically just 1 or 2 of us will do all the support on any
given day, and if there is certain areas where one of us has more knowledge or
can finish it faster, it will go to that user even if they aren't "on" on that
day).
But for analyzing what topics we are getting more calls on, what we are
spending more time on, etc, we would like more detail than those 6 divisions.
Also I'm wondering if most of you re-do the same labels you use on the queues,
as you re-use those labels for FAQ "categories", and if you also re-use those
same labels for the TimeAccounting "projects"?
Any feedback and sharing of your experiences will be much appreciated.
Thanks.
Martin
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