Hi Ugo,
On Thu, Jul 28, 2011 at 15:58, Ugo Bellavance
- Have a response time associated to a priority
Only if you also select a different SLA. (this can be automated though, just did that for a customer).
- Have a "target date" assigned manually by an agent for solution for a ticket
You could use a free time field for that.
With this info, would it be possible to have a report for:
- Tickets that do not meet the response time - Tickets that do not meet the solution target date
Would be possible, then, yes. BTW we're looking for customers who'd like to start working with us on improving SLA handling; you'll get the benefit of initial involvement with the development and the possibility to define SLA's on a much deeper basis; after a while this would probably then become available in next versions of OTRS. If anyone is interested, feel free to shoot me an email. Michiel Beijen OTRS Group