Re: [otrs] What are SLA and Services?

Hello, By reading this thread, I discovered the survey module I wasn't aware of. Is seems to be very interresting for us. But there is no manual for this module. Can you explain be the basics ? "If the status is Master" => which status ? The status of what ? Where do you set this status ? Igor: how do you create forms ? You seems to know a lot of thing regarding the survey module. Can you share you experience ? Thanks and regards, Regis -----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Klaus Bruno Envoyé : vendredi 23 mai 2008 07:59 À : User questions and discussions about OTRS.org Objet : Re: [otrs] What are SLA and Services? Hi Yes, exactly thats the mind. If the status is "Master" each closed ticket will sent one invitation for participating the survey. There is a parameter how often the survey is sent to the same customer in case she opens tickets more frequent. With stats "valid" no new invitations are sent out but customer can still attend already sent invitations. sysconfig -> survey -> core Survey::SendPeriod regards, Bruno -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Go Wow Sent: Friday, May 23, 2008 3:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] What are SLA and Services? Can these be used for customer surveys? 2008/5/23 Igor : Hi ! I make some tests with Survey and I discover that is possible to create question form's with a lot of options (yesno, multiple answer, open answer, etc) Regards Igor On Wed, May 21, 2008 at 5:57 PM, Go Wow wrote: > At this point also let us know what is this survey module used for ? > > 2008/5/22 Shawn Beasley : >> >> Hi >> >> Craig Meirick wrote: >> > I have been looking for an explanation to what the SLA and Service >> > options do. I haven't >> > been successful in finding anything in the manual or on this list. >> > >> > I would like to be able to understand the full functionality of OTRS and >> > these options have >> > been alluding me. >> > >> > Could anybody point me in the direction of an example of what these are >> > used for and how to >> > go about using them? I have been successful in how to enable them using >> > sysconfig and >> > found them in the admin module. >> >> The quick and dirtry >> >> SLAs are assigned Services >> Customers are assigned SLAs >> >> SLAs allow you to set queue independant escalation times >> >> They will overide any queue limitations on: >> First Respons >> Update >> Solution >> >> Usually are used to distinguish between customers (A, B, C) and thier >> respective response times. The one that brings the money gets the service >> :) >> >> Hope this helped! >> >> -- >> Shawn Beasley >> >> ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg >> Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 >> http://www.otrs.com/ :: Communication with success! >> >> >> Geschäftssitz: Bad Homburg >> Amtsgericht Bad Homburg, HRB 10751 >> Steuernummer: 003/240/97521 >> >> Aufsichtsratsvorsitzender: Burchard Steinbild >> Vorstandsvorsitzender: André Mindermann >> >> >> _______________________________________________ >> 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 >> Support or consulting for your OTRS system? >> > http://www.otrs.com/ > > > > -- > Those that make the rule don't play the game!! > _______________________________________________ > 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 > Support or consulting for your OTRS system? > > http://www.otrs.com/ > _______________________________________________ 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 Support or consulting for your OTRS system? > http://www.otrs.com/ -- Those that make the rule don't play the game!! _______________________________________________ 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 Support or consulting for your OTRS system? =http://www.otrs.com/