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Published byChristine Stanley Modified over 8 years ago
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The LONI Ticketing System ticket.loni.org
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OTRS ● OTRS is a popular open source, free ticket management system; ● it is: – highly flexible – fairly easy to admin and customize – and being written in Perl, so Michael loves it!
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Why Use a Ticket System?! ● allows us track all help requests much more easily; ● provides a means of quantifying how much “help” we give; ● it makes us look and act professionally wrt customer service;
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Getting Started ● Login using LONI username/password @: https://ticket.loni.org/admin
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Setting Preferences ● once logged in, selected “Preferences” in the top menu; ● one can set: – initial view (queue view/new ticket view) – notification events – “favorite” queues – look and feel (theme, queue view) – refresh frequency (queue view)
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Ticket Listing View
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Ticket Queues ● queues are just ways to organize tickets based on some criteria; ● initially, most emailed tickets are put in the “INCOMING-QUEUE”; ● everyone should help classify tickets;
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Classifying a Ticket
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Claiming a Ticket ● Admins should do this eagerly; ● Different ways to do this: – click the ticket's “Lock” link – click the “Reply via Email” link ●
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Claiming a Ticket When “locked,” the ticket is hidden, but accessible in your “Locked Tickets” view.
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Reply Via Email
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Assigning Tickets ● this should be done only by our managers;
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Internal Notes ● may be added by anyone, not just the owner; ● not seen by original issuer of ticket; ● helpful for collaborating on a ticket or keeping notes on the issue at hand;
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Internal Notes
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Searching Tickets
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Saving Searches
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Saved Searches When results are returned, this URL may be bookmarked. This is useful for quickly jumping to favorite saved searches.
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Ticket Work Flow 1.Classify the ticket; 2.Claim the ticket (eagerly); 3.Work the ticket through resolution; 4.Close the ticket!
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Claiming a Ticket ● means you take responsibility for its resolution – even if you need others to do some of the work; ● you become its advocate, and interface directly with the user; ● in order for our system to work, everyone must be proactive about owning tickets;
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Advanced Ticket Topics ● Splitting/Merging – used to join related tickets, or – to split a single ticket dealing with several unrelated issues; ● Priority – determines how important a ticket is; ● Escalation – automatic increase in priority based on time passed;
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Summary ● most importantly, we all need to start using the ticket system; ● this includes: – classifying tickets – claiming, then working tickets ● we're all learning how to use the system, so I encourage feedback and discussion regarding all aspects of the system;
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Thanks!
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