Ticket response/solution times vs. priority in OTRS::ITSM
by Dumont, Alexandre Jean Michel Pierre
When creating a ticket in OTRS::ITSM, the agent select the affected
Service (which internally sets the incident CRITICALITY), then selects
the SLA among the possible SLA associated to this service (which sets
the ticket response/solution times,...).
Then the agent fills the ticket details, and set the incident IMPACT
with the calling user/customer help.
OTRS::ITSM is then able to calculate the ticket priority (thanks to the
global CRITICALLITY-IMPACT-PRIORITY matrix). (By the way, the agent can
manually adjust the priority.)
So, it seems to me that in OTRS::ITSM response/solution times are
directly defined by the selected SLA of the affected service and are by
no way related to the incident priority.
As far as I understand ITIL, response and escalation time are dependents
of the incident priority (higher priority should set lower response
times), so I would expect to be able to define response/solution times
for each priority (a table) within the SLA definition, but in place of
that I can only set time independently of the future ticket priority.
Am I missing something? Is there a way of setting "response/solution
times by priority" table when creating SLAs in OTRS::ITSM?
If not, How do you deal with this "limitation"? Is there any workaround?
Is the possibility to define such "response/solution times by priority"
table planned somehow (a separate module?) ?