Re: [otrs] Can we have seperate SLA(response time, update time, solution time) for each priority?

15 May 2009

      Hi Jeffery,

Thanks for the answer.

There is no much documentation on setting up the service, SLA, and
customizing them. 

Moreover, we are planning to use the OTRS as a helpdesk, trouble ticket
system internally. So we would not want the endusers to select the
service and SLA, instead only the ticket priority. Please let me know if
I can use the service and sla that can be set at the ticket/customer
level in this scenario. OR is it possible to customize for our
requirement?

If there are any links to documentation regarding the service and sla.
Please point us to those links.

Your help is highly appreciated.

Thanks,

Lokesh K S

________________________________

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Jeffery Chen Fan
Sent: Friday, May 15, 2009 6:28 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Can we have seperate SLA(response time, update
time,solution time) for each priority?

priority is based on the critical and impact.
and critical is setting with services.

so, the have no SLA based priority, there only have services based
priority.

On Thu, May 14, 2009 at 11:33 PM, Katta, Lokesh Katta Subramanyam
 wrote:

Hi,

Is it possible to set SLA's based on priority? As I can see from the
documentations we can set it at the Queue level like first response
time, update time and solution time.

But in our scenario, like for a particular category/queue the SLA will
be different based on priority.

For eg. For Desktop Movement, if priority is critical then solution time
is 1 day and if the priority is normal solution time is 1 week. 

Is this possible?

Thanks in advance

Lokesh K S

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Jeffery
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