hello together, we use the ticket system to represent our entire processes and organizational processes. furthermore, faq is a very important tool, especially for our customers. Unfortunately, from our point of view, there is no correct audit security, because the inline content is not printed in any areas via the print function. we are still a paper-bound public authority and thus we can not carry out audit-proof filing ...more »
Reporting and Analytics
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.
The business report one can send by email on a configurable schedule is only sent in plaintext. I suggest to allow multiple channels like email and web view for the report and also to include the content into the email with HTML directly or with a PDF file.
Let's take a situation where several agents use not the OTRS interface for ticket handling, but they send articles via e-mails. The tickets are managed with these e-mails (ie. priority, status...etc.). See the relating chapter in the Admin Manual: http://otrs.github.io/doc/manual/admin/stable/hu/html/administration.html#adminarea-postmasterfilter With the help of the mail filters many things can be settled, but not ...more »
Can you PLEASE distribute a useful description of the "dynamic objects" in the report generator? All I find is NOT helpful: "Dynamic object" If the OTRS installation provides various dynamic objects, one of them can be selected at this step. The objects meet the requirements of the particular modules. --- By trying I understand the "Ticketlist" the TicketAccumulation and the TicketAccountedTime, for example. But: ...more »
Search Results as Dashlets It would be a great (and preferrably easy to implement) idea to be able to make saved searches available in dashboards. So that if you define a search and save the parameters you could choose this saved search to appear as a dashlet in the dashboard. Seems to be pretty easy and would offer a lot of useful things (e. g. keeping track in the dashboard of all tickets in a certain queue which have ...more »
It would be very cool and useful if when clicking a bar on a dashboard statistics graphic, OTRS would show the user the ticket list corresponding to that specific bar (like a normal ticket search, but with the search parameters used for the value of the bar).
In the Reporting section of TimeAccounting I can look at a report for a single user by clicking on their row in the User Reports table. The second tabular report on the page I get is titled "User's project overview". There are a set of rows for every project the user has ever logged time against. Sometimes I only want to see the projects they have logged time for in the current month. You already provide a link at the ...more »
Show specifically defined Statistic-Widget on chosen Queue-Dashboard w/o Rights on Stat-Module.
I defined a simple Widget to be shown on the Dashboard (w/ opt-in or -out in Settings) of our Helpdesk-Agents. I had to learn that they need at least ro-Rights on Stat. But the latter leeds to the whole Stat-Module on Agent-Dashboard (Menu-Entry) with all defined Statistics.
It would be very helpful if there is a search function in statistics. There are so many stats so you get lost easily
Im using OTRS as a incoming call allocation system.
What I think would be extremely useful is a dashboard widget showing average response times per queue. We can then let customers know this providing a better service