Good morning everyone,
a quick question which I guess is quite stupid but is there an easy way to différentiate usual ticket (reactive tickets, action take following a customer mail) and proactive ticket (ticket created by an agent to prevent / fix issues before the customer even noticed it).
How can I for example search, make statistics only on proactive tickets. I guess there is nothing integrated about this on OTRS?
Do I have to set free fields, ...
Thanks in advance for your idea and your help !
Proactive / Reactive ticket
Moderator: crythias
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Lio
- Znuny newbie
- Posts: 11
- Joined: 13 Dec 2011, 10:50
- Znuny Version: 3
- Company: Gateway Communications
- Location: Belgium
Proactive / Reactive ticket
OTRS 3.1.1, Apache, Oracle running on Windows 2003 SP2 connected to an Active Directory for Agents.
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yuri0001
- Znuny superhero
- Posts: 630
- Joined: 17 Mar 2011, 14:40
- Znuny Version: 5.0.6
- Real Name: Yuri Kolesnikov
- Location: Russia
Re: Proactive / Reactive ticket
Hi!
There are several ways to solve this task:
1. Create a separate type of ticket
2. Create the Category field, as a FreeText field
And in either case, you can then filter on these fields and generate reports
There are several ways to solve this task:
1. Create a separate type of ticket
2. Create the Category field, as a FreeText field
And in either case, you can then filter on these fields and generate reports
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)