[otrs] What are SLA and Services?

Go Wow gowows at gmail.com
Fri May 23 01:12:15 GMT 2008


Can these be used for customer surveys?

2008/5/23 Igor <igorhmm at gmail.com>:

> Hi !
>
> I make some tests with Survey and I discover that is possible to
> create question form's with a lot of options (yesno, multiple answer,
> open answer, etc)
>
> Regards
>
> Igor
>
> On Wed, May 21, 2008 at 5:57 PM, Go Wow <gowows at gmail.com> wrote:
> > At this point also let us know what is this survey module used for ?
> >
> > 2008/5/22 Shawn Beasley <shawn.beasley at otrs.com>:
> >>
> >> Hi
> >>
> >> Craig Meirick wrote:
> >> > I have been looking for  an explanation to what the SLA and Service
> >> > options do. I haven't
> >> > been successful in finding anything in the manual or on this list.
> >> >
> >> > I would like to be able to understand the full functionality of OTRS
> and
> >> > these options have
> >> > been alluding me.
> >> >
> >> > Could anybody point me in the direction of an example of what these
> are
> >> > used for and how to
> >> > go about using them? I have been successful in how to enable them
> using
> >> > sysconfig and
> >> > found them in the admin module.
> >>
> >> The quick and dirtry
> >>
> >> SLAs are assigned Services
> >> Customers are assigned SLAs
> >>
> >> SLAs allow you to set queue independant escalation times
> >>
> >> They will overide any queue limitations on:
> >> First Respons
> >> Update
> >> Solution
> >>
> >> Usually are used to distinguish between customers (A, B, C) and thier
> >> respective response times. The one that brings the money gets the
> service
> >> :)
> >>
> >> Hope this helped!
> >>
> >> --
> >> Shawn Beasley
> >>
> >> ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
> >>    Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
> >>      http://www.otrs.com/ :: Communication with success!
> >>
> >>
> >> Geschäftssitz: Bad Homburg
> >> Amtsgericht Bad Homburg, HRB 10751
> >> Steuernummer: 003/240/97521
> >>
> >> Aufsichtsratsvorsitzender: Burchard Steinbild
> >> Vorstandsvorsitzender: André Mindermann
> >>
> >>
> >> _______________________________________________
> >> OTRS mailing list: otrs - Webpage: http://otrs.org/
> >> Archive: http://lists.otrs.org/pipermail/otrs
> >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> >> Support or consulting for your OTRS system?
> >> > http://www.otrs.com/
> >
> >
> >
> > --
> > Those that make the rule don't play the game!!
> > _______________________________________________
> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/otrs
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> > Support or consulting for your OTRS system?
> > > http://www.otrs.com/
> >
> _______________________________________________
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> Support or consulting for your OTRS system?
> > http://www.otrs.com/
>



-- 
Those that make the rule don't play the game!!
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20080523/f64df887/attachment.html>


More information about the otrs mailing list