Hi Shawn, I'm also very interested on connecting OTRS to SLAs. The only features of OTRS facing towards SLAs I know are: 1) Ticket escalation depending on the queue: E.g. all the tickets are received within the INCOMING-queue. Then an agent has to view these, up to know, unknown tickets by moving it to an appropriate queue. You can "force" this by setting an escalation time of x minute on the INCOMING-queue. 2) To avoid that tickets get dusty in any queues, set the escalation time to x days on these queues. But these tickets only get escalated when the time is over and the ticket is -not- locked by an agent. 3) Use lock-timeout to ensure that a ticket isn't forgot within the "my tickets" of an agent I don't know escalation depending on the priority of a ticket. Perhaps, you can build in some more automatism by using generic agent jobs. Sorry, that's all I know, Alex shawn.beasley@dlh.de schrieb:

Hello Everyone,

and the next mind-boggling question:

Is anyone implementing Service Level Agreements in OTRS? I was wondering how this can be implemented to ensure that our ticket do not exceed our current SLA’s.

I appreciate any and all comments and thank you all again for a wonderful source of knowledge here by this mailer. I hope that I can someday be helpful here as well and not always be the “leech”.

/*/Vielen Dank,/*/

/*/ /*/

/*/Shawn Beasley/*/

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