Re: [otrs] Feature question

Le 2011-07-28 10:55, Michiel Beijen a écrit :

Hi Ugo,

On Thu, Jul 28, 2011 at 15:58, Ugo Bellavance wrote:

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- 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).

So I guess that if we don't use SLAs, we can just enable it and createone SLA per priority? In fact, we don't set our response time on an SLA, we want to set it automatically only based on priority. I think your suggestion fits the need, though. Is it complex to automate it? GenericAgent? I wonder why GenericAgent can't be configured to run every minyte... or when a ticket is received...

...

- Have a "target date" assigned manually by an agent for solution for a ticket

You could use a free time field for that.

I looked at it, but I couldn't find anything about it in the admin manual. Can you provide me with a quick procedure to implement it? I'm pretty sure this is done in Core::ArticleFreeText but I'm not 100% of the meaning of the parameters.

...

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.

Email sent. Thanks, Ugo