Two Major Issues with OTRS configuration..Help !

[kvytla]

Hi Cynthias,

I am really glad that I finally found someone who could help me on the below said issues. I am creating this post after spending hours on OTRS HUB for an answer. Please suggest a solution for the below mentioned issues.

1 . Escalation times vanish after we close a ticket. Reports do not show escalated times. Only current escalated tickets are bieng shown in statistics.

2 . I have a IT service Desk Queue with three different sub queues. I also have a separate queue for situations like "approvals required" and "Procurement"(also names for two different queues). I am using the Service based SLA instead of the queue based SLA. Now that we do not have a SLA suspend feature on the open source version of the ITSM. All tickets going into procurement or Approvals queue need to have a different SLA. Should I use a service based SLA or a queue based Sla. If I am using a service based SLA my logic is that i will not have proper Statistics when I pull out data to understand the number of issues that came in over a period of time with that specific service. Please suggest the best way to go ahead.

I would also know if a service with an SLA is attached to a ticket and is moved to a queue with specific SLA's - which Sla will be effective and when we move the ticket back to the original queue it came from- which SLA is considered

[kvytla]

My Current Version is OTRS 3.1.9 with ITSM 3.1.6

[jojo]

Reporting: Use ticket list

[kvytla]

Please help me with the QUEUE vs Service based SLA as mentioned above

[crythias]

My understanding is that service SLA wins.

[kvytla]

Cynthias,

To avoid all this can we pause Sla on OTRS ??

[crythias]

No.

[kvytla]

Like said in the above post i have tried using ticket accumulkation in reports and have escalated tickets for the past one month according to the report....however in reality I have 75 escalated tickets in otrs..please help on the same.

[kvytla]

Hi Cynthias,

Reports are a major concern with my setup now. Can you please let me know how to pull reports for closed tickets.

I have created a new state called reopen.
Whenever a user replies to a closed ticket it goes into the reopen state after which the agent checks it resolves it and closes the ticket.
However such tickets are not bieng shown in statistics.

I am using Reopen as the parameter on X - axis and agent and sla on Y - axis.
Also restricting the report for the required time period in restrictions.

Please assist.

[crythias]

Reports aren't my specialty, and I'm not a Cynthia. :)

Whenever a user replies to a closed ticket it goes into the reopen state after which the agent checks it resolves it and closes the ticket.

I can't tell you what to do with this. Either the reply extends the duration of the ticket or it should be set to open a new ticket. (Queue settings, followup new ticket).

However such tickets are not bieng shown in statistics.

It's not my area of expertise, sorry.