I think we should create somethink like this: http://eventum.mysql.org/wiki/index.php/Image:Profile.jpg
a desktop / panel / monitor with many index / graph and drill-down capabilities. -----Messaggio originale----- Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] conto di Alexander Scholler Inviato: martedì 7 febbraio 2006 12.36 A: User questions and discussions about OTRS.org Oggetto: Re: [otrs] OTRS Reporting - Ticket escalation Hi all, BALAN, Daniel schrieb: > Does any one implemented any advanced reporting system in order to monitor: > > - operators activity: number of worked tickets; accounted time; login > time; escalated tickets; etc ... > > - SLA; > > - first call resolution; > > - any other useful CS indicators; I just do some small improvements on generating reports out of OTRS through SQL-statements within OpenOffice - I will post it here later after having achieved a certain maturity. A report towards SLA-achievement is simply to do a statement about escalation, e.g. how many different tickets have been escalated today or how long did it take to clear an escalation of a ticket. I have no clue how to achieve this statement, because ticket escalation seems not to be stored within the ticket-history or somewhere else. (I think OTRS checks "online" (e.g. on access to the queue-overview) if a ticket is escalated and then displayes only the escalated tickets, but does not do any DB-entry or other logging about that. I hope I'm wrong with this view.) Can anybody give me a hint? Bye, Alex _______________________________________________ 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/ _______________________________________________ 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/
