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