I suggest to realize a fexible reporting tool, where it is possible to create your own overviews or lists. This could look like der search modul, but must have more section fields, operators and at least columns in the result list. We need a lot of reports for our change management und so we use the sql box. We made very complex sql statements and stored them in a file to copy them from there and execute them as csv.
It's very difficult for me and my customers to find specific stat on the Stat module.
And gets more difficult when we have a relative huge number of stats.
So, my idea, inspired on other report and ITSM softwares, is a simple folder navigation for OTRS Stats Module. One example Attached
Must say OTRS looks really nice, but there is something we greatly miss before definitively deciding to use it instead of our custom made ticket management system.
I am talking about billing reports (or invoices) for customers. Although reports can be customized to display different data, they are still quite restrictive.
Let's say a customer makes requests a few times a month (or any other period). We fulfill... more »
The following reports would be useful:
SLA Related Reports:
• Average Time to respond by Service Level (for tickets in a given date range)
• Average Time to resolve by Service Level (for tickets in a given date range)
Aging Tickets Reports:
• Count open tickets > 1 month, > 2 months, > 3 months group by company
• Count open tickets > 1 month, > 2 months, > 3 months group by queue
Reports in workorders should be similar to the internal notes in a ticket. They should have a timestamp and not be editable again.
When using the search option in Agent interface, agents can add a search criteria like "Ticket Create Time (before/after)". This option isn't available when creating reports, To create reports about i.e. "how many tickets are older than 10 days in queue" it would be very helpful to have this option available.
It would be great if OTRS Reports Module could generate "Dynamic List" kind reports. Today it is not possible.
Another alternative way to get lists of CIs is that the Search functionality in the CMDB could use a Multiple Selection Field, to be able to perform searches over several CI classes at once.