Hi,
Is it possible to create SLA and assign it to the queue according to ticket priorities?
When I checked it, I see that we can set SLA only according to response time.
Can you please help me on this issue?
Thank you,
erdem
SLA according to ticket priority
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Re: SLA according to ticket priority
you can use a generic agent which sets SLA based on Priority
Produktiv:
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
Re: SLA according to ticket priority
what's generic agent? different module?
I could not find regarding generic agent in ADMIN tag. I am going to check sysconfig?
I could not find regarding generic agent in ADMIN tag. I am going to check sysconfig?
Re: SLA according to ticket priority
sorry I see now generic agent.. But, it is sth like scheduled job setting?
Re: SLA according to ticket priority
I could not decide how to create job for all states of tickets like minor,major etc.
Should I run a job in a minute period?
It would be great if we can add priorities with SLA in "customer SLA" tab.
Should I run a job in a minute period?
It would be great if we can add priorities with SLA in "customer SLA" tab.