Re: [otrs] SLA attached to priority

Hi,

If you have just One SLA for a Queue, I would ask: Is your Queue structure splitted in the meaning of a Service? I would use a Queue as a Team of people with special knowledge like "1st Level Support", "Infrastructure" or "Developement" and Sub-Queues for a better organization. A Service is something like "MS Support", "Order Hardware" or "Network"... Subservices like "Excel", "Word", "Order Dell", " Order HP" or "Firewall"

Maybe you take again a look at the Service Feature. There is a criticality-Impact-Priority-matrix, which you can use to get the right prio for your Ticket.

workaround, if you still think Service is'nt working for you: Create a genericAgentJob which set the right SLA depending on Type(optional), Queue and Prio. This job should run every 10 minute, every day and every hour.

Bad workaround: dont use the priority-field for prio, use the Services as prio and you can easily link the SLA. (Optional: create a genericAgentJob, which sets the prio for you, that you dont lose the colors...if its necessary.)

But to be honest, maybe you take again a look at the concept of a Queue and a Service in Otrs... Your request to link a prio to a SLA, sounds like that you guys use it in a very different way. ;-)

Cheers

Am 10.03.2013 um 09:28 schrieb Steven Carr :

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AFAIK you can't, but this is something I wish they would fix/add. I don't implement services (and don't want to) and just have the one standard SLA against the queue, but it would be much better to attach SLAs to priorities.

Steve

On 10 March 2013 06:57, Yousef Hamad wrote:

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Hi steve,

How can I link SLA to Priority Not to Service .

Thanks. Yousef.

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