It's not that difficult to add a new way for ticket creation. In my company we can create a "web agent ticket" in the agent interface so that we can count the ticket created by the IT staff.
See this link: http://lists.otrs.org/pipermail/otrs/2005-February/007252.html 2007/7/6, Alexander Scholler <[EMAIL PROTECTED]>: > Hi, > > an important metric of Service-Desk is to measure which paths are used > for creating new ticket like (article_type) > * phone > * web > * fax > * mail > * small-talk (on the toilets ;-)) "hey joe, could you please..." > * SOAP > > and who created the ticket (article_sender_type) > * the user > * one of his IT-key-users > * one member of the IT-stuff (OTRS-agent) > * some kind of system monitoring (like nagios or client-HW-monitoring-tool) > > I think todays OTRS lacks in the possibility of doing the > ticket-creation in such a specific way, that the above mentioned > scenaria can be distingushed (for analytic reasons). > > OK, if you create a ticket from a system-monitoring-tool via SOAP, > you can add article_type = SOAP and article_sender_type = Monitoring to > the database and can create the ticket in such a specific way, > but you cannot manually create a ticket where > * the IT-key-user of a department > * told you during breakfast > * that user x has some trouble with... > The Web-GUI cannot handle that. > > Another lack: within a ticket, "phone calls" are always outgoing - you > cannot document a customer calling you upon a ticket. > > Could you give me any hints on how I can optimize the data-quality on my > tickets? > > To OTRS-devs: Did you plan any improvements on this issues? When? > > Bye, Alex > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
