G'day Ray,
Would it be feasible to periodically publish OTRS
statistics? Something
that appears, for example, as 80% refusal, 19% negotiation, 1%
capitulation could give a clearer picture.
Cuteness aside ("capitulation", heh!), I think this would be useful.
The problem, though, is that it's very subjective. How do we deal with
disagreements over how we characterise an OTRS resolution?
--
Mark Gallagher
"'Yes, sir,' said Jeeves in a low, cold voice, as if he had been bitten
in the leg by a personal friend."
- P G Wodehouse, /Carry On, Jeeves/