I’m using 2.0.1. I’ll
take a look at that J Thanks.
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: quinta-feira, 9 de Março de
2006 8:03
To: otrs@otrs.org
Subject: AW: Re[2]: [otrs]
Feature-Requests for 'OTRS goes ITIL'
_
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of BALAN, Daniel
Sent: quinta-feira, 9 de Março de 2006 7:19
To: User questions and discussions about OTRS.org
Subject: Re[2]: [otrs] Feature-Requests for 'OTRS goes ITIL'
Hello Duarte,
A nice overview of your system, from where
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Alexander Scholler
> Sent: quinta-feira, 9 de Março de 2006 8:00
> To: User questions and discussions about OTRS.org
> Subject: Re: [otrs] Feature-Requests for 'OTRS goes ITIL&#
: BALAN,
Daniel [mailto:[EMAIL PROTECTED]
Gesendet: Donnerstag, 9. März 2006
08:19
An: User
questions and discussions about OTRS.org
Betreff: Re[2]: [otrs]
Feature-Requests for 'OTRS goes ITIL'
Hello Duarte,
A nice overview of your system, from where we
also can inspire i
Hi Duarte Cordeiro
> We have a 1 customer base, 200 distinct locations (buildings),
150 system users (technical staff), a front office (5 members), interact
with 5 different companies that use our OTRS installation.
thank you for posting your experience with your really big
otrs-installa
Hello Duarte,
A nice overview of your system, from where we also can inspire in order to improve ours.
I have to tell you that I also use drop down menus for free field texts and also I really need a work flow system ( What I can't get: 5).
I think there is a solution for your: ( What I can't
I want to give my input to the OTRS developers.
We have a 1 customer base, 200 distinct locations (buildings), 150 system
users (technical staff), a front office (5 members), interact with 5 different
companies that use our OTRS installation.
A little background about our users: 90% don't k
Er Why?
Simply putting graphs on a web page says very little unless one includes
further information on what the graph actually is intended to say! The
simple breakdown currently standard is an adequate snapshot of what is
going on, but a more complex analysis from the OTRS data alone is probably
BALAN, Daniel wrote:
Let's take your scenario and say we have the following queues: A, B
and C corresponding to three levels of response time 8h, 12h and 24h.
I don't think I would create queues based on levels of response time.
But then I again I don't use OTRS to differentiate between dif
Hello Nils,
Let's take your scenario and say we have the following queues: A, B and C corresponding to three levels of response time 8h, 12h and 24h.
How can I as manager:
- measure the SLA;
- enforce the operators to first work on the messages in queue A but also make sure there are some tick
Alexander Scholler wrote-
Alexander Scholler wrote:
I think that the current OTRS-implementation lacks the
distinction of incoming requests. Is it a
* incident
* service-request, especially
- change request
- request for information or education
(* problem)
(We currently bypass this missin
Hi Nils,
I can't agree with you.
Nils Breunese (Lemonbit Internet) schrieb:
Alexander Scholler wrote:
I think that the current OTRS-implementation lacks the distinction of
incoming requests. Is it a
* incident
* service-request, especially
- change request
- request for information or educ
Would tend agree with Nils view. Using addresses for specific classes of
incoming message to automatically place those messages in class related
queue is a very flexible approach and there is more than one way to
implement this for otrs.
The simplest would to create virtual addresses for the otrs
I might be on the wrong track here.. but here are some thoughts..
> I was very appreciated to read on the otrs.org-Website that
> "OTRS goes
> ITIL", meaning that OTRS aspires to reach an ITIL-certificate
> - whatever
> this means...?
>
> I think that the current OTRS-implementation lacks the
Alexander Scholler wrote:
I think that the current OTRS-implementation lacks the distinction
of incoming requests. Is it a
* incident
* service-request, especially
- change request
- request for information or education
(* problem)
(We currently bypass this missing feature by using prioriti
Hello Alexander,
I totally agree with you.
Beside the SLA need I can also add the need for a powerful Reporting/Statistic (both historical and real time) module.
I am not sure if the guys at OTRS are planing a new otrs version where to include all this things.
Regards,
Daniel
Wednesday, Ma
Hi all,
I was very appreciated to read on the otrs.org-Website that "OTRS goes
ITIL", meaning that OTRS aspires to reach an ITIL-certificate - whatever
this means...?
I think that the current OTRS-implementation lacks the distinction of
incoming requests. Is it a
* incident
* service-reques
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