We use otrs every day. And we we try to satisfy our customers the best we can and as much as we can.
We do this with the following workflow:
1) Customer phone's in OR sends email => state is new
2) we email/call back/forth => state is open (sometimes pending, when waiting for a reply)
3) problem gets fixed => state = Pending (1 week)
4) Send Quality Assurance email " hi did we solve your problem, is it sill fixed, did we play nice?" => state pending 1 week
5) Send Quality Assurance email " We did send you an email, is it fixed?" => state pending 1 week
5a) " yes it was fixed" -> close
5b) " no it wasn't fixed" -> open (go to step 2)
6) send QA close email " since you don't respond, we close the case and assume its fixed => auto close 1 week.
Now there is a problem between step 3 and 4, i would love to see when a ticket reaches stage 4. That would be the Time To Fix, something we like to make as 'low' as possible.
Some solution I thought of:
* Adding a new 'QA' state, but this wouldn't work since we needed to set it back to pending every time, and it would be hard to measure?
* add a ticket type, but there is no easy way of changing it back and forth, and the ticket is still the same type... only in a different state
* add a ticket state type, with additional ticket state, this could work but we would then have a QA state type, and a QA pending, QA 'open', QA auto close or something?
* create something like " ticket 'fase' on top of the current states, where tickets could enter/exit certain fases (new, open, QA, closed) but that looks a awful lot as states
It feels like i am missing something
What is the best way to implement this QA 'fase' of for tickets in OTRS
Any suggestions?