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 <lokesh.ks@cgi.com> 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

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/

--
Jeffery
___
/\__\ "What is the world coming to?"
\/__/