assighn SLA to customers on registering them

[kenmurimi]

in our company our clients choose their sla. i dont want to have them select the service and sla when creating tickets everytime. they also can take diffrent slas for diffrent services, this if recorded can be automatically determined by the to: they select on create new ticket form.

am thinking of something like: e.g

if
{
to:=hardwareque
service=hardwareservice
sla=select sla from database where customername is customername=hardwareservice
}
else if
{
to:=softwareque
service=softwareservice
sla=select sla from database where customername is customername and service =softwareservice
}


any ideas on how to implement this??
any help greatly appreciated

[diginin]

I can actually only reccommend a custom development from someone like OTRS Inc. However, you can use parameters to influence ticket properties. These could be somehow integrated in templates where you provide services for your customers. For example in an external portal somehow. You can also do template buttons in the customer frontend. But, I think to really be administrable, a custom development would be the best idea.