hi all
i found the below statements at OTRS Admin book, however, i could not any module in my OTRS and i running 2.4
New Standard Reports
• The new reports provided with OTRS 2.4 are:
• Created Tickets
• Closed Tickets
• SLA Analysis
• Required working time per customer / per queue
• Solution time analysis per customer / per queue
• Answer time analysis per customer / per queue
--- On Wed, 10/14/09, Magic Boiz wrote:
From: Magic Boiz
Subject: [itsm] Understanding SLA
To: itsm@otrs.org
Date: Wednesday, October 14, 2009, 9:51 PM
Hi there
first off, thx for the reply regarding the CI Categories.
Now, I have a second doubt:
how can I add new SLA types?? Inside the General Catalog, under ITSM::SLA::Type, I can see Availability, Errors, Other, etc.... but all of them have the same structure with these items:
- Type
- calendar
- Escalation First Response
- Escalation Update
- Escalation Solution
- Min time between incidents
- Valid
- Comments.
How can I change this structure and add new items?
Thx in advance
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