[otrs] Re: Reports for SLA's

16 Apr 2006


      Does anyone have any idea about this ???

On 4/15/06, Vishal Kashyap  wrote:
...
Hi ,
I found OTRS a great OSS. Was just wondering does it have any facility
to record SLA's
http://en.wikipedia.org/wiki/Service_Level_Agreement.
In contact centres managers need to check response time of e-mails and
close time of each arriving e-mails.
I am of opinion if it does not have this functionality we can work on
it and create a plugin which would increase the usage of OTRS in
contact centres where a single e-mail address is used to respond
address multiple issues.
Any pointers/ thought on this
--
With Best Regards,
Vishal Kashyap.
http://www.vishal.net.in
--
With Best Regards,
Vishal Kashyap.
http://www.vishal.net.in