On Thu, Apr 28, 2011 at 10:24 PM, marthter <marth...@yahoo.ca> wrote: > Hi folks, >
Hi, Few suggestions. > I'm fairly new to OTRS. I have installed version 2.4.7 on an Ubuntu 10.04 > system, and have been testing it with the past 10 or 15 support calls as > examples. > > We have just a small support team, most days only 1 or 2 agents are "on" out > of 4 of us total. I have set up these 4 users as "agent" users through the > LDAP integration to our Active Directory server. > > We have about 100 employees that we are supporting for various IT requests > (computers, laptops, cell phones, BlackBerrys, some off the shelf > applications, and 2 small in-house developed applications). These I have > set up in OTRS as "customers" (even though they are all internal > "customers") which are divided between two companies under the same parent > company. > > For trying out and learning the features of OTRS, I have set up about 6 > queues: > > - computers > - laptops > - network and VPN > - cell phones > - BlackBerrys > - in-house apps > Try to use services instead. > > However I would also like a way to track the requests by which of the two > companies it was from. What do you guys recommend for this? Is it better > to make 2 top-level queues, and 6 queues under each? such as: > > - Company A > - computers > - laptops > - network and VPN > - cell phones > - BlackBerrys > - in-house apps > - Company B > - computers > - laptops > - network and VPN > - cell phones > - BlackBerrys > - in-house apps > > 2 queues: - Company A - Company B 6 services: - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps > Further, I would also like to eventually track with more granularity than > the above 6, and much of this next-level-of-detail will be repeated under > each of the above queues (though some sub-divisions will be specific). For > example: > > - computers > - accessories > - lost devices > - damaged devices > - new device roll out > - old device removal > - laptops > - accessories > - lost devices > - damaged devices > - new device roll out > - old device removal > - network and VPN > - connectivity > - performance > - VPN > - cell phones > - number and SIM card swaps > - accessories > - lost devices > - damaged devices > - new device roll out > - old device removal > ... > We are going to use FreeText fields for a specification. > I'm wondering if making the queues so detailed is really the right way to do > this? or if there are some other features, parameters, status, type, > labels, etc on each ticket that would be better to use for this? > > As far as assigning which of our 4 agents will work on the tickets, the 6 > divisions is plenty (basically just 1 or 2 of us will do all the support on > any given day, and if there is certain areas where one of us has more > knowledge or can finish it faster, it will go to that user even if they > aren't "on" on that day). > > But for analyzing what topics we are getting more calls on, what we are > spending more time on, etc, we would like more detail than those 6 > divisions. > > Also I'm wondering if most of you re-do the same labels you use on the > queues, as you re-use those labels for FAQ "categories", and if you also > re-use those same labels for the TimeAccounting "projects"? > > Any feedback and sharing of your experiences will be much appreciated. > > Thanks. > > Martin > > --------------------------------------------------------------------- > 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 > -- mv --------------------------------------------------------------------- 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
