[itsm] Some questions related to OTRS use

Mike Blamires Mike.Blamires at kcom.com
Thu Mar 6 11:21:51 GMT 2008

Hi All, 
	I think I am having similar issues to Abhay with OTRS as the documentation itself doesn't really explain the relationships  between the elements that clearly, I presume that this is because it slots in with the ITIL framework which would clarify this (unfortunately I don't yet have the full benefit of this!).

Currently our SLAs with clients are broadly along the lines of "we will fix 90% of all p3 related incidents in 4 working hours" and I know partners etc of ours who implement ITIL have the same sort of system. I can see /why/ SLAs would link to services but do not see /how/ they link back to the priority the job was logged with. When a job is logged through the customer interface by the customer and they select the service/priority the SLA should then be derived from that, further selecting the SLA just seems well... odd. 

I hope the above explains it more than confuses it. Let me know.


-----Original Message-----
From: itsm-bounces at otrs.org [mailto:itsm-bounces at otrs.org] On Behalf Of Abhay Elkunchwar
Sent: 05 March 2008 04:42
To: 'OTRS::ITSM User questions and discussions'
Subject: RE: [itsm] Some questions related to OTRS use

Thanks for the reply...

For service & SLA to effectively use in OTRS, I would like to know more about these features.
I had gone through the documents from the site http://doc.otrs.com, but unable to get details on Service & SLA.

I have created Service & assigned to one of customer. Also created one test SLA & linked with the service.
But I don't have an idea how to use the service feature with customer as I can't see anything like service feature in customer interface.
I have also created tickets & closed some of & added notes as well.

I would like you to provide more on how to use the feature Service & SLA.


-----Original Message-----
From: itsm-bounces at otrs.org [mailto:itsm-bounces at otrs.org] On Behalf Of Shawn Beasley
Sent: Tuesday, March 04, 2008 9:29 PM
To: "OTRS:"@mail.otrs.com :ITSM User questions and discussions
Subject: Re: [itsm] Some questions related to OTRS use

Hi Abhay,
> Hi,
> I stared using the OTRS recently.
> I have following questions which could be the basic ones but really 
> interested to get the answers.
>    1. How to change the default owner when creating a new ticket
>       through customer panel. Currently I can select the queue but the
>       owner always shows the "root at localhost"
The default owner will always be the user with user_id 1. It is not possible to change the default user that is assigned to the tickets created per mail or web interface.
>   1.
>    2. I am not understanding the concept of SERVICE & SLA from *Admin
>       **à** System *I have assigned the new service to a customer &
>       also created one SLA & linked with one of service but further
>       more how to use with the customer tickets.
Can you explain your question a little better here.


Shawn Beasley
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