Hi Holger,
thanks for the info. The setup you describe is very close to the setup I
would want to implement here.
For the moment, I only have the following queues: Junk, Misc, Postmaster
and Department 1.
To get to your setup, I would need to add services (I have most already),
and add SLA's (don't have those yet). Do you use different queue's for
each department/customer or do you use a queue per type of SLA?
As for part 2 of my message regarding the reporting, I constructed 2 SQL
statements to run on my Postgresql db. It might be helpful to others so
I'll post it here:
/* List tickets and sum of time spent on the ticket in date period sorted
by title, and create_time */
select t.tn Ticketnumber,
u.first_name as Firstname,
u.last_name as Lastname,
t.title Title,
sum(ta.time_unit) Time_unit,
q.name Queue,
t.customer_user_id Customer_user,
t.customer_id Customer,
t.create_time Ticket_created,
min(a.create_time) First_action,
max(a.create_time) Last_action
from ticket t
left join time_accounting ta on ta.ticket_id=t.id
left join queue q on t.queue_id = q.id
left join article a on a.id=ta.article_id
left join users u on u.id = a.create_by
where ta.time_unit is not null and
ta.create_time between '2015-05-01' and '2014-05-31'
group by t.tn, t.title, u.first_name, u.last_name, queue, customer_user,
customer, t.create_time
order by t.title
/* List total time per Agent in a give period*/
select u.first_name as Firstname,
u.last_name as Lastname,
sum(ta.time_unit)
from time_accounting ta
left join users u on u.id = ta.create_by
where u.id = ta.create_by and
ta.create_time between '2015-05-01' and '2015-05-31'
group by u.id
Regards,
Benedict
> Hi,
>
> you can setup SLA on two different ways: QUEUE-based and SLA-based If
> you setup it queue-based you will have only one SLA for this queue,
> which means all your request within this queue are based on the same
> accounting etc.
> If you use SLA-based setup then you can define different SLAs for
> different Services and you will have different accounting possibilities.
> We have done it SLA-based and we collect all request for a
> country/department in one queue but we have the possibility to assign 1
> out of 5 SLA-levels for a specific request.
> In practical it means, here three examples:
> - we assign SLA Prio 5 (highest) for server-related issues (here we have
> a first response within 30 min, a follow up within 2 h and a total
> solution of 4 hours).
> - we assign SLA Prio 3 (middle) for PC or Workgroup printer requests
> (here we have a first response within 3 hours, a follow up within 5 h
> and a total solution of 1 working day).
> - we assign SLA Prio 1 (lowest) for setup of new equipment/accounts/VPN
> access etc (here we have a first response within 1 working day, follow
> up within 8 hours, total solution of 1 week).
>
> You can use services as well and you can link them with all of your SLAs
> or with just one SLA, per example it makes no sense to enable SLA Prio 1
> for a SERVER-related servcie (as no server in production can wait for a
> total repair time of 1 week, so we have disabled SLA Prio 1 and 3 for
> server-related services, only 5 is possible).
>
> You can run reports based on those timers (SLA violations etc., KPIs
> like first response time, Mean-Time-To-Repair, etc....)
> You can calculate as well for invoicing: (number of tickets per SLA
> level * by needed Time-Units * costs per Time-Units) - different
> SLA-levels have different pricing etc.
>
> Different customers are as well possible and different customers can be
> linked to all or totally different services etc.
>
> Several ways are possible to implement all of this and a deeper analyze
> of your individual specifications and requirements is needed and
> important to get the right things at the end of the day.
> I would recommend to test it on a test-system first before you configure
> (misconfigure) your production system.
>
>
> Hope it helps a bit and good luck.
>
>
> With best regards,
> HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) |
> MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 |
> MAILTO: [email protected]
>
<snip>
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