Alex, I have the same questions as yourself and for me it is the most frustrating part of OTRS::ITSM as an ITIL solution, I have asked this (or very similar) question before and had no response. I think it is a major limitation of the system. Thanks, Mike _____ From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Dumont, Alexandre Jean Michel Pierre Sent: 10 June 2008 08:41 To: itsm@otrs.org Subject: [itsm] Ticket response/solution times vs. priority in OTRS::ITSM 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?) ? Best Regards, Alex ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ This email has been scanned for all viruses by Clearswift MIMEsweeper. Please consider the environment before printing this email. The content of this email and any attachment is private and may be privileged. If you are not the intended recipient, any use, disclosure, copying or forwarding of this email and/or its attachments is unauthorised. If you have received this email in error please notify the sender by email and delete this message and any attachments immediately. Nothing in this email shall bind the Company or any of its subsidiaries or businesses in any contract or obligation, unless we have specifically agreed to be bound. Please feel free to visit our website: www.kcom.com KCOM Contact Centres Limited is part of the KCOM Group PLC whose registered office is at 37 Carr Lane, Hull, HU1 3RE. Registered in England and Wales under number 3703097.