SLA's and Auto Responses
I am looking to attach auto responses based on what SLA a customer chooses I have my OTRS Set up as follows example Queue - Oregon High School Service - keyboard/mouse issue SLA - My mouse does not work - My keyboard does not work - Etc etc My goal is to create a detailed self help response for the majority of my sla's that will automatically get sent out when a customer submits a ticket under the specific SLA I know you can set auto responses for queues but is it possible to do this via SLA instead as it would benefit the self help area by doing that where as the overall general queue would not.. and how would I go about doing that? Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer
Dear Shawn, On 27.04.2011, at 19:54, Gadow, Shawn wrote:
My goal is to create a detailed self help response for the majority of my sla’s that will automatically get sent out when a customer submits a ticket under the specific SLA
If you use OTRS 2.4 or higher, you can use the event based notifications for doing so. This is a module in the admin area called "Notification (Event)”. There you might want to define that a notification is send to the CUSTOMER if the TICKET_CREATE event is triggered and the ticket has a STATE of “new” and the SLA name is set to “foobar” with a subject of “something” and a body of “introduction”, saved as ARTICLE_TYPE of "email-external". Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project
participants (2)
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Gadow, Shawn -
Nils Leideck