Hey there, We had a meeting for our support department today. As I've been maintaining and configuring our OTRS system, they had me go in and discuss our support tracking with them. A couple things came up, but most of them are due to our bizarre queue structure so I won't mention them.
However, one issue came up that I imagine other people are experiencing is that we have a lot of old tickets that sort of go inactive, either because the customer never gets back to us, or we're waiting for something to happen, or whatever. What would be incredibly useful would be the ability to specify an escalation based on how long a ticket has been inactive. For example, after 7 days, we could get the system to unlock the ticket and send an email to the ticket owner, and after 14 days we could have the system send an email to our support manager. This way, we'd have an easier time keeping track of our older tickets and making sure that nothing gets forgotten. We get enough tickets (and enough long-lived tickets) that it's not really practical for our support guys to spend an hour a day going through old tickets to see what's going on. Any suggestions, comments, etc? I'd love to build this myself, but unfortunately I don't know enough Perl to be able to write it. :-( -- Chris Salter _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
