AW: [otrs] working hours

[shawn.beasley at dlh.de]

The working hours that you may set in the administrations panel reflect that of the agents that will be handling your tickets. There are, at the moment, no working hours for the customers.

Hope this helps

Shawn
-----Ursprüngliche Nachricht-----
Von: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] Im Auftrag von Nils Breunese (Lemonbit Internet)
Gesendet: Freitag, 1. September 2006 15:43
An: User questions and discussions about OTRS.org
Betreff: Re: [otrs] working hours

Alan McKeown wrote:

> Thanks for the quick response. I am not sure what you mean though when
> you say 'The working hours you set are for your agents, not for your
> customers'
>
> Could you explain a bit more for me.

Customers are the people creating the tickets, agents are the people  
taking care of the tickets and making sure the customer's problems  
are solved. When you set the working hours, you set the working hours  
for your agents, not for your customers. If you want to differentiate  
on SLA's you'll need to look at something else than the working hours  
settings (using different queues, etc.).

Nils Breunese.


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