Dudas funcionas OSTicket

edulayer89

Hola, actualmente tengo la última versión de osticket y tengo duda si se puede tener las siguientes características:

Manejo de SLA, me interesa manejar un SLA distinto para una SOLICITUD DE INFRAESTRUCTURA, DESARROLLO, IMPLEMENTACIÓN.
Automatización del cierre del ticket, por ejemplo al darle resuelto, debería solicitar una confirmación al usuario y que el usuario lo marque cerrado, sino se debe cerrar solo al cabo de 2 días por ejemplo.
Como cuenta el tiempo del SLA. Lo pausa cuando está del lado del cliente.
Fases personalizables de un ticket
Canales por donde se puede recibir el ticket.
Automatización de la asignación según la categoría del ticket
Funcionalidades para gestión de cambio. Se puede llevar un registro independiente de gestiones de cambio asociadas a un ticket ?
Personalización de formulario también

KevinTheJedi

Original: Manejo de SLA, me interesa manejar un SLA distinto para una SOLICITUD DE INFRAESTRUCTURA, DESARROLLO, IMPLEMENTACIÓN.

English: SLA management, I am interested in managing a different SLA for an INFRASTRUCTURE, DEVELOPMENT, IMPLEMENTATION REQUEST.

You can create any number of SLAs under Admin Panel > Manage > SLA. You can then attach the SLA to Tickets based on Help Topics, Departments, Ticket Filters, and System Defaults.

Original: Automatización del cierre del ticket, por ejemplo al darle resuelto, debería solicitar una confirmación al usuario y que el usuario lo marque cerrado, sino se debe cerrar solo al cabo de 2 días por ejemplo.

English: Automating the closing of the ticket, for example when it is resolved, should request confirmation from the user and for the user to mark it closed, otherwise it should be closed only after 2 days for example.

You cannot close a Ticket automatically based on a specific timeframe. You can however send your Agents an Overdue Alert which they can then go to the Ticket, send a reply to the User asking them to provide the needed information, and/or Close the Ticket manually.

Original: Como cuenta el tiempo del SLA. Lo pausa cuando está del lado del cliente.

English: How SLA time counts. Pauses it when on the client side.

You can attach an SLA to a Schedule (Admin Panel > Manage > Schedules) so that it only counts the SLA time during the configured Schedule hours. You can also attach a Schedule to a Department and set a system default Schedule. So when you want to pause the timer you can change the Ticket's SLA to an SLA that has a Schedule that doesn't have business hours or is always a holiday.

Original: Fases personalizables de un ticket canales por donde se puede recibir el ticket.

English: Customizable phases of a ticket channels through which the ticket can be received.

What exactly do you mean by this? Can you further clarify?

Original: Automatización de la asignación según la categoría del ticket

English: Automating assignment based on ticket category

You can set Auto-Assignment based on Help Topics and Ticket Filters.

Original: Funcionalidades para gestión de cambio. Se puede llevar un registro independiente de gestiones de cambio asociadas a un ticket ?

English: Functionalities for change management. Can an independent record of change procedures associated with a ticket be kept?

Do you mean a history of edits, changes, etc.? If so we do have Thread Events, Thread Entry Edit history, etc. for each Ticket. Also, if you want even more logs/history in the system you can install/enable the Audit Log plugin. This plugin keeps a log/history of pretty much all actions in the system.

Original: Personalización de formulario también

English: Form customization too

You can modify the built-in Forms and add Custom Forms under Admin Panel > Manage > Forms.

Cheers.

edulayer89

KevinTheJedi

thanks my friend

edulayer89

KevinTheJedi

hola, en si la pregunta que tengo con la parte de tiempos es la siguiente: viene el cliente y apertura el ticket, empieza el tiempo para resolución, el personal de soporte lo contesta y queda a espera del tiempo de respuesta del cliente, lo que tarde el cliente en contestar es tomado como tiempo del personal de soporte o no es tomado en cuenta ya que la respuesta depende del cliente. ¿no se si me di a entender?

KevinTheJedi

edulayer89

I'm sorry, but I still don't understand what you are asking. Are there other ways you can explain it?

Cheers.

edulayer89

KevinTheJedi

si, te lo pongo de está forma:

el usuario coloca el ticket (empieza a correr el SLA)
el agente contesta a la hora y espera la respuesta del usuario, puede pasar hasta 4 horas para que el usuario conteste, si el usuario no contesta rápido el SLA le repercute al agente o en lo que el sistema espera que conteste el usuario el SLA se pausa?

edulayer89

KevinTheJedi When a user submits a ticket (initiating the SLA countdown), the agent responds promptly and awaits the user's reply. The user has up to 4 hours to respond. If the user does not respond promptly, does it negatively impact the agent's SLA, or does the SLA pause while awaiting the user's response?

KevinTheJedi

edulayer89

The SLA will start counting as soon as the Ticket is opened and will only stop counting once the Ticket is closed. So if the Agent doesn’t Close the Ticket after replying then the SLA timer will still keep counting. The easiest way to stop the SLA timer is to have the Agents close the Tickets when replying. You can set your closed statuses to allow reopen so if a user replies it will reopen the Ticket automatically.

If you wanted to keep the Ticket open but pause the SLA timer, as I suggested above, you can create a Schedule that is always a holiday, create a specific SLA for pausing, attach the Schedule to the SLA, and whenever the Agent replies they can change the SLA to the one you created. However keep in mind that the Agent would then have to go back in and manually update the SLA to a non-pausing one each time the user replies for each Ticket. So this option is not automatic and has a lot of manual labor.

In short, the best option will be closing Tickets after responding and allow user replies to reopen Tickets.

Cheers.

edulayer89

KevinTheJedi
Cheers my friend!

edulayer89

KevinTheJedi

i need more answers please:

Scenario 1: When marking a ticket as resolved and the user responds, stating that it is still unresolved, I need the ticket to be reopened.

Scenario 2: If the ticket is closed and the client replies, I need a new ticket to be created.

Is this possible both scenaries?

KevinTheJedi

edulayer89

You can set any status with a closed state to allow reopen. (Admin Panel > Manage > Lists > Ticket Statuses > click a closed status > Item Properties > Allow Reopen)
You can create a specific closed status for permanently closed and disable the allow reopen setting for it. Then create another closed status for temporarily closing and enable the allow reopen setting. So when you want to temporarily close a ticket set it to the temp closed status and when you want to permanently close a ticket set it to the perma close status.

Cheers.

edulayer89

KevinTheJedi nice my friend, thankyou for your help!