Hello everyone, my company implemented the OTRS free to manage our helpdesk, it's all up and running, but we are facing difficulties to generate SLA reports. We can not in any way, create a report showing whether the calls are within the SLA, not even a report that shows how long the call lasted.
I wonder if these features work in OTRS free? or only in the retail version?
If the free version has these features, please guide me how to make it work, or show me a link that contains information regarding the case, because I checked the forum and did not find anything that can help me.
Report for Service Level Agreement
Moderator: crythias
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Wolfgangf
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Re: Report for Service Level Agreement
same here - if you have something: please let use know
Produktiv:
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
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crythias
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Re: Report for Service Level Agreement
As far as I can tell, it should have been possible, but certainly an export and subtract in excel can help with that.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Report for Service Level Agreement
Hi
Can you explain what you have tried so far?
I am also a bit confused by what you mention about OTRS free and retial versions???
I produce complete service reports and stats against our service catalogue using the data exported via the 'stats' module in OTRS.
You do have to create your own report within it to retrieve the data you require and all the usual service report type data without the irrelevant stuff (but this is very easy).
The fields you will be looking to add when you create your own report are:
SolutionInMin
SolutionDiffInMin
SolutionDiffInMin tells you how far over or under the service level target that ticket was.
Once you have created a report and run it over the date range you are interested in it is then simple to export it to excel and use the data from there as crythias said.
If you were after a report via the GUI that does all this for you without the need for playing about in excel to create a proper service report, OTRS does not do this- and if you did pay for a custom report to be written you would not end up with the most accurate stats...
I say this as the only painful part of my monthly report is going through all the tickets that appear to have breached their service level targets and mitigating out the ones that failed due to users not responding or users setting a more conveniant fix date that is outside the calculated fix date. OTRS does not cater for stopping the SLA clock due to user delay' but I hope we get that enhancement one day!
Regards
Wilco
Can you explain what you have tried so far?
I am also a bit confused by what you mention about OTRS free and retial versions???
I produce complete service reports and stats against our service catalogue using the data exported via the 'stats' module in OTRS.
You do have to create your own report within it to retrieve the data you require and all the usual service report type data without the irrelevant stuff (but this is very easy).
The fields you will be looking to add when you create your own report are:
SolutionInMin
SolutionDiffInMin
SolutionDiffInMin tells you how far over or under the service level target that ticket was.
Once you have created a report and run it over the date range you are interested in it is then simple to export it to excel and use the data from there as crythias said.
If you were after a report via the GUI that does all this for you without the need for playing about in excel to create a proper service report, OTRS does not do this- and if you did pay for a custom report to be written you would not end up with the most accurate stats...
I say this as the only painful part of my monthly report is going through all the tickets that appear to have breached their service level targets and mitigating out the ones that failed due to users not responding or users setting a more conveniant fix date that is outside the calculated fix date. OTRS does not cater for stopping the SLA clock due to user delay' but I hope we get that enhancement one day!
Regards
Wilco
OTRS 2.4.7 and ITSM 2.0.3 on Windows server 2003 (running on VMware) with MySQL database connected to an Active Directory for Agents and Customers.
Re: Report for Service Level Agreement
Just for info of anyone who comes across this, I believe this is the solution:WilcoGG wrote: OTRS does not cater for stopping the SLA clock due to user delay' but I hope we get that enhancement one day!
http://www.otrs.com/en/solutions/subscr ... n-suspend/