Re: [otrs] SLA tied to Priority

I ... I thought I just did. OK. Log into OTRS as an administrator Click the admin tab Click the Generic Agent link in the System Administration section (on the right) Click the Add Job button on the left. Select each of 00,10,20,30,40, 50 at the top Click the triangle next to Ticket Filter to expand the ticket Filter options Highlight the priority for criteria Click the triangle next to Ticket Action to expand the Ticket Action options. Select the appropriate Service Level Agreement. Click Save at the bottom to save changes. On Sat, Sep 22, 2012 at 11:12 AM, Derek Kiely wrote:

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 wrote:

...

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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