Hello, For our soon-to-be switch to OTRS I am currently in the process of testing and configuring the system to our needs. In this process I ran across the following and want to know others have similar experience or other solutions:
Because we want to use the ticket system to administer tickets for hardware as well as software and network support and support on our business applications (if I take our inter/intranetsites as whole entities it's more than 10 but on the sites there are a lot of different applications so if I want to split that up I get > 40 apps.) we want to be able to differentiate the calls to specific categories. Our current callsystem has a category/subcategory that is required to select when entering a ticket. An example is the category 'hardware' which has subcategories like 'laptop', 'printer', 'monitor', etc. On the "application support" side I want to be able to see how much tickets are related to a single application for management purposes, personnel planning etc. The challenge is this: because we have a limited amount of staff handling all the tickets the message queues are organized around the different support levels (helpdesk, systems, telecoms etc.) so I can't use different queues for different applications (40 queues would be pretty much not workable anyway). This led me to the "Freetext" fields. After configuring a sample freetext field I noticed that the freetext fields in general remain flat text fields and that working with drop down boxes is not enforced through the UI. An agent or customer can simply leave them blank or edit them any way he/she likes. Am I overlooking something ? How have you handled this situation and / or what do you do to differentiate calls for different applications ? I am very interested. Thanks in advance, Martijn Lohmeijer _______________________________________________ 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 f�r Ihr OTRS System? => http://www.otrs.de/
