Your SLA changes with your priority. Which, not really. You have three SLAs. 4 hour response, 1 hour response, and 1 hour 24/7.

Priority can adjust between tickets and during tickets to sort according to which needs more immediate attention. Once the immediacy of the ticket is addressed, you can reduce priority while maintaining your SLA for that ticket. In this way, a high priority ticket can be acknowledged, triaged, and potentially reduced in priority if a bandage/workaround has been applied. The SLA stays. It needs to remain constant throughout the ticket.

On Fri, Oct 17, 2014 at 12:05 PM, Jakob M <jakob.mandalka@googlemail.com> wrote:

Hello,

I am currently evaluating the OTRS Help Desk functionality.

During the evaluation I found that it is not possible to set Reactiontimes per SLA and Prio.

E.g.:

SLA Standard with Prio low: Reaction Time 4 hours between 9AM-5PM
SLA Standard with Prio high: ReactionTme 1 hour between 9AM-5PM
SLA Standard with Prio Emergency: Reaction Time 1 hour 24/7

Do you guys know any way to realise that? Using one combined SLA like STANDARD_LOW seems to be for me no real workaround, because it will be confusing our users while opening incidents.

Hope someone can provide me here some info how this goal could be reached.

Thanks in advanced!

Jakob

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