Alexandre; I am new to OTRS also, and have been struggling with similar issues.
Hopefully some insights from another neophyte will help you (and hopefully the more experienced will correct any mistakes). >From what I understand of OTRS' operational philosophy, queues are intended to >address challenges like the one you presented. So, based on the information >provided, you might create an "Important" queue, and have your staff (or >yourself) put all tickets that need to be tracked separately into that queue. >You would then run your statistics against just that one queue. I suppose, depending on your situation, that Services (as part of OTRS::ITSM) and the Service Level Management Module (available as an add on to OTRS::ITSM) could also help you solve your problem, though I have no experience with the SLM Module. I hope that helps. Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. www.PerformAir.com -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alexandre Lima Sent: Monday, January 11, 2016 1:01 PM To: User questions and discussions about OTRS. Subject: [otrs] Dynamic fields (or something like it) for agents? Hello! I need to configure my OTRS but I'm having some problems... I thought that Dynamic Fields could solve them, but unfortunately it's not the case (until now). What I need to do is to use some ticket's information to make statistics, so I would have to mark the tickets that are important to me (like a checkbox) so I can filter them after. More precisely, I need to make a monthly report about those marked tickets. I would also need to add information to those marked tickets, I could use notes, but I was thinking about a agent side field, like a Dynamic Field that only agents can modify. After each month, I would like to filter the marked tickets and then use the information added by the agents to them to make statistics (how I would add this information is still a mystery to me). Do you have any idea about how could I do that? I hope I was clear about my problem :) --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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
