Talk:Volunteer Response Team/Reports/2012
Add topicClosing
[edit]I have been looking over and over again since I read one of the points in the report, but still can not figure it out
The column headings +, - and nrn are our internal ticket disposition options. + means the ticket was closed successfully, where the ticket has been closed to the correspondents satisfaction. - means that the ticket was closed unsuccessfully and the correspondent may not have been satisfied with the outcome of the inquiry. nrn stands for no response needed, which is used for tickets that do not require any reply.
I have looked carefully. My queues are French speaking. I can only see ONE way to close tickets. Not three. How are the tickets closed with nrn and - ? Anthere (talk) 21:38, 25 January 2013 (UTC)
- When you reply to an email (or click 'close' at the top of at ticket) you are presented with an option that says "Next state:" with a dropdown menu, containing 3 options (closed successful is the default). Rjd0060 (talk) 19:55, 28 January 2013 (UTC)
- Righhhhhht. Okay, two feedbacks to improve stats interpretation. First, the "-" is translated in French as "fermeture manquée", which I would never have thought would meant that the correspondant may not have been satisfied. As far as I am concerned, I always close + because it means the ticket is closed. Period. Incidently, I see not how we could know that the customer has not been satisfied with the answer since we are simply in the process of giving him an answer. That's presuming he will not be happy with the answer.
- Second, in many cases, the customer writes back. Either to say he is happy and thank us. Or to say he is not happy but we can not help him any further. In such cases, given that there is no answer required, I know I usually "close" the request. Not answer to it. And when one close the request, one does not have the choice of +, - and nrn. It is simply closing.
- So I guess I would give a first big pinch of salt to the interpretation of +, - and nrn in tickets
- Last, I would give a second pinch of salt because it seems that closing with - might mean we did not do our job well. Which is not a fair point. In most cases, when the customer is not happy, it is because his request is simply not receivable. Anthere (talk) 18:09, 30 January 2013 (UTC)
- Are you sure that you don't have a choice when closing? I'm pretty sure I've just "closed" several tickets as "no response needed." I would agree about the satisfied/unsatisfied, especially since I am not aware of any guidance on when to use which one. Perhaps something to bring up at otrswiki:Cafe? – Philosopher Let us reason together. 21:38, 30 January 2013 (UTC)
Stats for 2011?
[edit]Hello, it would be very interesting to have OTRS stats for 2011 to compare. I haven't been able to find something like this. Could you provide some data? --Atlasowa (talk) 23:05, 25 January 2013 (UTC)
- Agreed. This is a beautiful report, and it would be nice to eventually see the same for past years. –SJ talk 09:50, 6 February 2013 (UTC)