Hi, Actually, after a bit of failed configuration attempts I think it is best if I give an example of what i'm trying to achieve and see if it makes things clearer:
suppose I have the following general services and associated sub-services: 1. Software problem 1.a. Software re-installation 1.b. Software configuration 2. Networking problem 2.a. Cable problem 2.b. Socket problem Now, in general, I would like to get statistics about each of the sub-services. The problem I am trying to understand is the following: The customer should only see the general service level. So when the customer is submitting the ticket he/she will see the following under the service drop-down: 1. Software problem 2. Networking problem When the agent receives the ticket and actions it, the agent should be able to change the service either to a sub-service under the service the ticket was originally submitted under or to a completely different service (and associated sub-services). The first example would be that the customer is submitting a ticket for a 1. Software problem because he doesn't know what the specific problem is. The agent at some point should be able to specify whether this ticket was for sub-service 1.a. Software re-installation or 1.b. Software configuration. This should allow me to get stats about each sub-service. The second example would be that the customer is submitting a ticket for a 1. Software problem because he doesn't know what the specific problem is. The agent at some point should be able to specify that the service is actually different than what the customer thought it was. In this case, the problem turned out to be a networking problem and not a software problem and so the ticket should be associated with sub-service 2.a. Cable problem or 2.b. Socket problem I am assuming that such specification could be done through different queues, but that would mean that so many queues would need to be set-up to achieve the desired stats. Are there any simple ways to configure OTRS to get the desired results? Please help. Regards, Iyad Al-Hindi Senior IT Project Manager SBM Information Technology Telephone: +966 (2) 610.4050 Saudi Business Machines, Ltd. General Marketing & Services Representative of IBM WTC From: Iyad Al-Hindi/SBMSA To: "User questions and discussions about OTRS." <[email protected]> Date: 08/17/2010 08:06 PM Subject: Re: [otrs] roles stats Hi Mike Yes exactly. I would give staff certain "roles" to do which are predefined and then measure the numbers or percentages. thanks Iyad From: Michiel Beijen <[email protected]> To: "User questions and discussions about OTRS." <[email protected]> Date: 08/17/2010 05:42 PM Subject: Re: [otrs] roles stats Sent by: [email protected] Hi Iyad, How would you like to measure roles? I can see how it can be convenient if you can create a report on users which belong to a certain role or so. Is that what you're looking for? -- Mike On Mon, Aug 16, 2010 at 12:21 PM, Iyad Al-Hindi <[email protected]> wrote: > > > Hi all > > we recently installed OTRS and I am unable to find any category or item in > the STATS section that measure ROLES. I would appreciate any feedback. > > thanks > > Iyad > --------------------------------------------------------------------- > 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
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