I agree that most of what you are reporting on are services, not queues.
In general use a new queue if you need separate escalation times,
separate support groups, or separate customer groups. Add the ITSM
modules if you haven't already.
On 04/28/2011 03:37 PM, Edlhuber Florian wrote:
Hi,
My Suggestion is that you should use 1 Queue for your 4 agents.
maximum One Queue for each Company.
Don't make your System overloaded and complicated with too much Queues.
Bettet use a good cmdb and Read the FAQs and Documentation about SLA
and Services :-)
Am 28.04.2011 um 21:31 schrieb "marthter" <marth...@yahoo.ca
<mailto:marth...@yahoo.ca>>:
Hi folks,
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
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
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
...
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
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