Hi, How could I match priorities to SLA? When the ticket is created with a given SLA, I want to have a corresponding priority set (for the color). Of course, if the SLA is changed, the priority should also change. Thanks, Ugo
Never worked with SLA's, but maybe u need some sort of Generic agent , as
well as Postmaster filters?
//M
On Thursday, August 18, 2011, Ugo Bellavance
Hi,
How could I match priorities to SLA?
When the ticket is created with a given SLA, I want to have a corresponding priority set (for the color). Of course, if the SLA is changed, the priority should also change.
Thanks,
Ugo
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-- //M
Le 2011-08-18 05:20, Muhammad El-Sergani a écrit :
Never worked with SLA's, but maybe u need some sort of Generic agent , as well as Postmaster filters?
I already did the Postmaster filters, but I wonder how I should make the Generic agent task. Maybe something like: Tickets of SLA 1 and not of Priority 1, then set Priority =1 Tickets of SLA 2 and not of Priority 2, then set Priority =2 [...] ?
participants (2)
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Muhammad El-Sergani -
Ugo Bellavance