Escalonamentos Avançados

 

OTRS Feature Advanced Escalations for OTRS Help Desk software and OTRS IT Service Management software

Grupos-alvo

  • Organizações de Atendimento ao Cliente com muitos parceiros ou fornecedores
  • Provedores de serviços de TI externos
  • Centros de ticket
  • Departamentos de Vendas e Companhias de Vendas
  • Agências de Publicidade ou de Comunicação

Benefícios

  • Gerenciamento de escalada ainda mais flexível – adotável individualmente para clientes ou SLA
  • Gestão mais precisa do tempo de serviço através da indicação detalhada do tempo restante

Funcionalidade

A funcionalidade Escalonamentos Avançados torna seu gerenciamento de escalonamento mais flexível e o ajusta de acordo com seus clientes ou com diferentes contratos de nível de serviço. Os tipos de escalonamento definidos no padrão OTRS, como “Tempo de resposta inicial”, “Tempo de atualização” e “Tempo de solução” podem ser aprimorados, criando novos tipos e definindo seus próprios nomes e propriedades.

A nova opção “Ticket Escalation Types” na seção Admin do OTRS permite que você defina quando o escalonamento deve:

  • Começar,
  • Parar,
  • Ser suspenso,
  • Ser retomado
  • E ser reiniciado.

Atributos de entrada, como seu status ou certos eventos como criar ou responder a um ticket, podem ser usados como gatilho. Por exemplo, uma escalada pode começar quando um ticket é criado, é parado ou quando o ticket é respondido pelo agente. Se o status de um ticket for alterado para “Pending Reminder”, o escalonamento é suspenso, mas se o status for alterado de volta para “open”, a escalação é retomada. Uma exibição atualizada do tempo de escalonamento deixa o gerenciamento de tempo de serviço preciso possível.

Se o status do ticket for alterado para ‘lembrete pendente’, o escalonamento será pausado. Se o status for alterado para ‘abrir’, a escalada continuará. Seja qual for o caso, o tempo restante é sempre mostrado claramente, contribuindo para uma gestão ainda mais precisa do tempo de serviço.

Na exibição de ticket, o novo widget [SRKS1] ‘Escalation Information’ aparece. Isto mostra com diferentes cores e valores numéricos independentemente de:

  • O tempo de escalonamento ainda estar dentro do período de tempo original (verde),
  • O tempo de escalada vai acabar em breve (amarelo),
  • A escalada é pausada (marrom),
  • O tempo de escalonamento foi alcançado, ou seja, o ticket foi escalado (vermelho) ou
  • O escalonamento foi suspenso ou o ticket foi trabalhado durante o escalonamento (a janela não é mais visível).

A nova opção “Ticket Escalation Type Bundle” permite atribuir tipos de escalonamento recém-criados a diferentes clientes ou a acordos de nível de serviço.

Os cenários a seguir podem agora ser tratados de forma mais flexível com “OTRS Escalonamentos Avançados”:

  • Um cliente solicita um retrabalho de uma solução – o escalonamento deve ser ajustado.
  • Para apresentar uma solução, é necessário mais informação do cliente – a escalação deve ser suspensa.
  • Um técnico de serviço não pode entrar no edifício ou não tem acesso livre à máquina que precisa ser corrigido – a escalada deve ser suspensa
  • e muitos mais!

Nota

Não compatível com o seguinte recurso: Suspensão de Escalonamento

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