First, I would like to express my sincere appreciation for OTRS and to congratulate all the contributors for this great tool! OTRS helped me a lot and I will never hesitate to recommend it, to anyone who asks me for such a suggestion!
I have been trying to figure out a few development possibilities, for OTRS 2.48 stats and I'm having trouble with a few things. It's kind of a lot of information, however, I would really appreciate any help on how to put the below into practice.
So here goes
:Just a quick info to mention - my email replies are included in the same ticket and do not create separate tickets.
1. Worked 24h hours - is it possible to generate a report which should include new tickets answered within 24h? Also, when a ticket is moved into another queue (i.e.: 2nd Level), can the ticket age counter be stopped and restarted when the ticket is moved back into the original queue? Can OTRS calculate the time between a reply on the ticket and the time when this reply is answered? (i.e.: new email ticket (ticket status "new") > agent reply (ticket is closed) > second reply (ticket is reopened) > agent 2nd reply. > so the time between second reply which reopens the ticket and agent 2nd reply...?
2. Average handling time - Can it be exported in hh:mm:ss format? Can the stat exclude outside business hours from the AHT report?
3. Emails resolved - How does OTRS calculate this parameter? Resolved = Closed? What if a ticket is closed more than once within the same day - is it calculated as resolved only once? If so, can the stat calculate each closure of the ticket? Also, is the ticket added as resolved at the date it has been received or at the date it has been closed? (i.e.: ticket is received today and it is closed 2 days later. Will this be considered resolved for today or for the date when it has been closed - 2 days later? Which would be the way to calculate each reply as a "resolved ticket", at the date this was actually done? Also, how could I create a separate statistic considering the entire conversation as one resolved ticket, at the date it has been closed?
4. Number of Tickets per Agent - Can the stat be customized to consider each reply as a handled email, or it considers an entire conversation only once, even if a ticket has been replied several times?
5. Tickets per product - Example: on the X axis I have "Close Time", on the value series I have queues and on restrictions I have a huge list of products. This exports the number of tickets per product per queue, within the indicated timeframe. However, to get specific stats for each of the products, this needs to be selected individually from the list and the report generated for each product at a time. If all products are selected, the stat will export the total number of tickets per queue, taking into account all selected products. X axis includes tickets per day, Y axis includes tickets per queue, summing all tickets within that day. Can OTRS generate a stat which would include separate information for each product / day / queue? Of course, I guess I could switch and put Products on the value axis and queues on restrictions, but still, the queues would need to be selected separately.
6. Start inventory - Can OTRS generate a snapshot of new and open tickets at 00:00? Not necessarily automated, just to have the possibility to generate it for 00:00, current date.
7. Escalations:
Here, I'm using the following procedure:
- Agent adds a note on the ticket and moves it into a new queue.
- Move notification is sent to a specific email address.
- 2nd level adds a new note answering the escalation and moves the ticket back into the original queue.
Can OTRS calculate how many e-mails were escalated per day = how many e-mails have been placed in 2nd level queues per day? Bearing in mind the above process, can it calculate the number of tickets which were answered by 2nd level and moved back into the original queue, per day?
8. Number of currently open tickets outside 24 hours (backlog) - Can such a stat be generated? Can it only be generated without the possibility to define a time frame, so basically a snapshot of the selected queues when the report is generated, or can I somehow define this time frame?
9. Can the status of a ticket be changed automatically when moved into a new queue?
Any help would be very much appreciated!
Thank you so much,
CNY