Hi Gerald,
Thanks for the feedback, this is exactly it, if you have the specifics it would be very helpful.
Derek Kiely
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young
Sent: 22 September 2012 15:16
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SLA tied to Priority
You mean Generic Agent through the web interface ticket filter every
10,20,30,40,50,00 minutes on priority X Action set sla Y? Do you need explicit instructions on this?
On Fri, Sep 21, 2012 at 7:04 PM, Derek Kiely
Hi,
I am currently looking for a way to automatically tie Priority to SLA. If I update the priority of a ticket then I want to SLA to also be changed. Is this possible? I have seen people mention that it can be done via genericagent.pm does anyone have an example of how to do it this way?
What I am trying to achieve is the following:
Services: Standard, Premium and Premium Plus. SLA: 1 hour update, 2 hour update, 4 hour update, 24 hour update.
So if I have a ticket that is created by a customer with Service = Standard and the Ticket Priority = P5 then the SLA =24 hour update, If I increase the priority to P1 then SLA should automatically =1 hour update.
Thanks in advance for your help.
Derek Kiely
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