That would be a great feature. We've got an option for our clients to pay extra for 24x7 support, which also includes faster turnaround times. It would be nice to be able to see within OTRS which customers have purchased extra support. -- Chris Salter -----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Thorsten Philipp Sent: August 7, 2003 8:48 AM To: 'otrs@otrs.org' Cc: Torsten Schwarz Subject: [otrs] SLA Management Hi all, first of all thanks for your answer Martin. In the meantime we have made the decision to use OTRS as our support backend. We are missing some kind of SLA management (Service Level Agreement). Is there anything in mind already? We would like to fill OTRS with information like "Which customer is entitled to get support?" "For which product?" "Is the support already expired?" "Just during working hours?" The operator or postmaster should be capable to easily validate our customers' claims. If anyone has found a workaround or at least also is missing this kind of functionality please let me know. Just creating queues for each new agreement and then changing it to invalid if it expires could be a workaround but it means a lot of administration and also the operator still has no chance to see which kind of support the customer has. (24x7,8x5,...) Beste Grüße Thorsten Philipp thorsten.philipp@netage.de Netage solutions GmbH -- Dingolfingerstr. 6 -- 81673 München T : (+49) (89) 666 584 - 0 -- F : (+49) (89) 666 58 4 - 11 http://www.netage.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs