Reporting and Analytics

Reports: add SLA and ticket aging reports

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

Submitted by

Voting

7 votes

IT Service Management

Solution Time Clock Stop

This is essential for SLA management and I am amazed this doesn't exist, particularly when a quick google demonstrates the number of requests for this functionality. I along with many need to be able to pause or temporarily stop the solution time when a ticket is waiting customer interaction. This is particularly important when dealing with penalty clauses for missing SLA and turns the whole process into a manual one. ...more »

Submitted by

Voting

31 votes

Development

Define working hours as time range.

In the SLA-Calendars it would be nice to to have the ability to define time ranges instead of klicking hours on or off.

That way you could define a service time from 8:15 until 17:30 with lunch break.

The data structure might look like this:

Monday = [

{ start = "8:15", end = "12:30" },

{ start = "13:00", end = "17:30" },

];

Tuesday ...

 

It would be much more flexible.

Submitted by (@yorfeix)

Voting

13 votes

Development

escalation on first lock

Hi everybody, many of our customers would really appreciate a further level of escalation for queues, that is: escalation on first lock. In my idea the escalation time should start as soon as the ticket is created and it should be stopped as soon as the ticket is locked the first time. Further unlock/lock operations on the same ticket should not be taken into consideration. Up till now it is not enough for an agent ...more »

Submitted by

Voting

1 vote

IT Service Management

Support SLA-Customer Company assocs, automate service assocs

To our understanding of ITIL, the SLA sits in between the customer and the service--no ticket for a service without a corresponding SLA that governs it. The OTRS model already includes the association between the SLA and the service, but otherwise associates services directly to individual customer users. A commercial extension from OTRS.com (http://www.otrs.com/solutions/subscriptions/feature-add-ons/) is available ...more »

Submitted by

Voting

9 votes