Hi Holger,
thanks for the info. The setup you describe is very close to the setup I would want to implement here. For the moment, I only have the following queues: Junk, Misc, Postmaster and Department 1. To get to your setup, I would need to add services (I have most already), and add SLA's (don't have those yet). Do you use different queue's for each department/customer or do you use a queue per type of SLA? As for part 2 of my message regarding the reporting, I constructed 2 SQL statements to run on my Postgresql db. It might be helpful to others so I'll post it here: /* List tickets and sum of time spent on the ticket in date period sorted by title, and create_time */ select t.tn Ticketnumber, u.first_name as Firstname, u.last_name as Lastname, t.title Title, sum(ta.time_unit) Time_unit, q.name Queue, t.customer_user_id Customer_user, t.customer_id Customer, t.create_time Ticket_created, min(a.create_time) First_action, max(a.create_time) Last_action from ticket t left join time_accounting ta on ta.ticket_id=t.id left join queue q on t.queue_id = q.id left join article a on a.id=ta.article_id left join users u on u.id = a.create_by where ta.time_unit is not null and ta.create_time between '2015-05-01' and '2014-05-31' group by t.tn, t.title, u.first_name, u.last_name, queue, customer_user, customer, t.create_time order by t.title /* List total time per Agent in a give period*/ select u.first_name as Firstname, u.last_name as Lastname, sum(ta.time_unit) from time_accounting ta left join users u on u.id = ta.create_by where u.id = ta.create_by and ta.create_time between '2015-05-01' and '2015-05-31' group by u.id Regards, Benedict > Hi, > > you can setup SLA on two different ways: QUEUE-based and SLA-based If > you setup it queue-based you will have only one SLA for this queue, > which means all your request within this queue are based on the same > accounting etc. > If you use SLA-based setup then you can define different SLAs for > different Services and you will have different accounting possibilities. > We have done it SLA-based and we collect all request for a > country/department in one queue but we have the possibility to assign 1 > out of 5 SLA-levels for a specific request. > In practical it means, here three examples: > - we assign SLA Prio 5 (highest) for server-related issues (here we have > a first response within 30 min, a follow up within 2 h and a total > solution of 4 hours). > - we assign SLA Prio 3 (middle) for PC or Workgroup printer requests > (here we have a first response within 3 hours, a follow up within 5 h > and a total solution of 1 working day). > - we assign SLA Prio 1 (lowest) for setup of new equipment/accounts/VPN > access etc (here we have a first response within 1 working day, follow > up within 8 hours, total solution of 1 week). > > You can use services as well and you can link them with all of your SLAs > or with just one SLA, per example it makes no sense to enable SLA Prio 1 > for a SERVER-related servcie (as no server in production can wait for a > total repair time of 1 week, so we have disabled SLA Prio 1 and 3 for > server-related services, only 5 is possible). > > You can run reports based on those timers (SLA violations etc., KPIs > like first response time, Mean-Time-To-Repair, etc....) > You can calculate as well for invoicing: (number of tickets per SLA > level * by needed Time-Units * costs per Time-Units) - different > SLA-levels have different pricing etc. > > Different customers are as well possible and different customers can be > linked to all or totally different services etc. > > Several ways are possible to implement all of this and a deeper analyze > of your individual specifications and requirements is needed and > important to get the right things at the end of the day. > I would recommend to test it on a test-system first before you configure > (misconfigure) your production system. > > > Hope it helps a bit and good luck. > > > With best regards, > HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | > MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | > MAILTO: h...@msxi-euro.com > <snip> --------------------------------------------------------------------- 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