How many service catalogory you have? I have 2650

[mikeoldyang]

Now we only have about 150 items services, but the boss requires us to expand it to 2650 items. I try to import it to a new system, it is very very very slow to choose a service when I create a ticket.

Any suggestion?

[crythias]

Fuzzy search.


Search the Web for user experience.

[mikeoldyang]

Fuzzy search.

Search the Web for user experience.

Do you mean the "the tree selection"? In IE 10 I need 7 seconds to open following window and when I input keyword to search the speed is very slow. And in IE8 the speed is slower than IE10 more. Every time the list will refresh when I choose customer/type/queue/owner etc... the "service" selection need more than 4 seconds to get ready. It's unaccecptable. Please see screencapcture.

2.png

1.png

[jojo]

The first screenshot is not a plain OTRS. Who changed it?

Rendering so much items willl fail on most browsers. To have so much services selectable is also not a good practice

[mikeoldyang]

The first screenshot is not a plain OTRS. Who changed it?

Rendering so much items willl fail on most browsers. To have so much services selectable is also not a good practice

Our developer changed it. But no any impact when the service item is about 100.

About the services selectable our boss ask us it should be very detailed. It's not only a service catagory, it's incident/request catatory. It include all kind of thing. So the list at least have 2000 items and it will grow up to more in future. For example:

1 catagory:
Hardware
Software
Network
Security
...

2 catagory:
Hardware::Server
Hardware::Workstation
Software::Outlook 2013
Software::Photoshop
...

3 catagory:
Hardware::Server::CPU
Hardware::Server::Memory
Software::Outlook 2013::Can't get email
Software::Outlook 2013::Reset profile
Software::Outlook 2013::Error message
...

4 category:
Hardware::Server::CPU::Repair
Hardware::Server::CPU::Replace
Hardware::Server::CPU::Add new
...

Any suggestion? How to do?

[mikeoldyang]

Fuzzy search.


Search the Web for user experience.

I guess you mean we can enable fuzzy search/autocomplete for service selection, just like when we input "customer", right? If yes, I think it can solve my problem.

And how to enable the fuzzy search for service? Sorry, I searched the form and can't get detailed guide, would you like to help me on this?

Thanks in advance!

[crythias]

You might want to determine if you want change items not services.

[mikeoldyang]

You might want to determine if you want change items not services.

Any suggestion? "If we don't have the very detailed catatory, how to know what happened in those services which has a lot of tickets every day? " Our boss ask us

[crythias]

Who is going to slog through 2000 + entries to find the one that answers the need of your boss for thousands of tickets. Per day?

That time for search has to account for something. Besides, if you're that big, you might actually be well off to pay a consultant to answer this question. It probably needs more in depth answer than what a free forum provides, plus the answer is tailored to your business.

[mikeoldyang]

Who is going to slog through 2000 + entries to find the one that answers the need of your boss for thousands of tickets. Per day?

That time for search has to account for something. Besides, if you're that big, you might actually be well off to pay a consultant to answer this question. It probably needs more in depth answer than what a free forum provides, plus the answer is tailored to your business.

The way is from Boss's experience in his previous company. If we put down the management, only on technical, how to improve the search on service? Just like when we select a customer from tens of thousands of account from AD, the speed is very fast. How to do it same for service?

[crythias]

it requires development/programming/time.

[mikeoldyang]

it requires development/programming/time.

We have developer if we are not able to solve it via configration. would you like to give me some suggestion that where we can research into?

[crythias]

would you like to give me some suggestion that where we can research into?

Sure. JavaScript + API.

An example of where ServiceID is created is within Kernel/Modules/AgentTicketPhone.pm

Maybe you just want to edit the .dtl and replace the code with a basic input tag and apply your own ajax lookup?

There's not much more to provide at this point.

[mikeoldyang]

would you like to give me some suggestion that where we can research into?

Sure. JavaScript + API.

An example of where ServiceID is created is within Kernel/Modules/AgentTicketPhone.pm

Maybe you just want to edit the .dtl and replace the code with a basic input tag and apply your own ajax lookup?

There's not much more to provide at this point.

Thank you very much.