Priority base in SLA

[dvhelp]

Hi,

Am trying with Priority base and also Service in SLA, Please anyone help me to bring priority in SLA, already service is there but I need to bring priority in SLA to minimize or maximize SLA time to the customer.

Thanks a lot if anyone help me out from this

[crythias]

Hello, and welcome to the OTRS forums! Please take a moment to read the Need help? link in my signature, as well as update yours.

The short answer is: they are different because they indicate different things.

[dvhelp]

Yes I understand that but I need to set it as priority base, but am not able to do that, and also, i need to set particular customer for eg: customer1 need to be set default sla1 and customerb need to set default sla2 as like that.

[crythias]

I apologize, but I am having difficulty translating what you're writing into something that can be addressed.

You should assign services to customers and SLAs to services.

[dvhelp]

Hi,

while we creating a new SLA, there is only service field to select, as like that I need priority field in that, so that according to priority and service i will create a new SLA for customers.

[crythias]

Not going to happen. If the service has an SLA assigned it should display.

Priority won't determine SLA. SLA determines SLA.

[RStraub]

Though according to the description of this addon:
http://opar.perl-services.de/dist/EscalationPlus

you might use it to have SLA depending priority.