To whom it may concern,

You could misuse the status field for an SLA.  Just create a state for each customer that corresponds with the pending reminder state, and then set the pending date during ticket creation to the SLA deadline or a little before.  Then, you would receive a reminder email if the ticket has been forgotten.  This would be a possibility.

Vielen Dank,

Shawn Beasley

Support - IT

-----Ursprüngliche Nachricht-----
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ali
Gesendet: Montag, 2. Januar 2006 16:30
An: otrs@otrs.org
Betreff: [otrs] SLA violation

hello everybody,

is there any way to define for each customer an attrobutes that correspond to its contracted time-to-fix in the SLA.

then once the ticket is clotured, we are able to know if the time-to-fix commitment has been fullfiled or not ?

kind regards

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