Can you set and configure services/SLA to agents instead of customers?

[tanzhiyong]

As per subject, i know that OTRS is able to set and configure Services and SLAs to customer users. I have tested that and it work well.

But how about agents? Is there anyway to set and configure the services/SLA to agents too? So agents can select SLA/Services from the process ticket?

Please advise. thanks!

[crythias]

Is there anyway to set and configure the services/SLA to agents too?

No. (Yes, you might be able to provide ACL of available Services and SLAs but ...)

A Service is something that the customer has purchased that needs to be addressed. An SLA is an agreement between the service provider and the customer about time to address issues related to the service.

If no service is applied, the queue in which the ticket sits contains the SLA of the ticket. By group membership, these milestones are applied to the Agent (but only while the ticket is in this queue).

[tanzhiyong]

Is there anyway to set and configure the services/SLA to agents too?

No. (Yes, you might be able to provide ACL of available Services and SLAs but ...)

A Service is something that the customer has purchased that needs to be addressed. An SLA is an agreement between the service provider and the customer about time to address issues related to the service.

If no service is applied, the queue in which the ticket sits contains the SLA of the ticket. By group membership, these milestones are applied to the Agent (but only while the ticket is in this queue).

Hi Crythias,

Thanks for your reply. But i am still a little confused about your explanation. Are you able to explain in more layman terms?

"A Service is something that the customer has purchased that needs to be addressed. An SLA is an agreement between the service provider and the customer about time to address issues related to the service.

If no service is applied, the queue in which the ticket sits contains the SLA of the ticket. By group membership, these milestones are applied to the Agent (but only while the ticket is in this queue)"

(I am sorry i am new to OTRS and some of the functions i might be unclear)

So the SLA/Services can only be configured to only customers?

Awaiting your clarification.

Thanks!

[crythias]

More layman terms?
Tell me what you don't understand. If you don't understand everything you read, apparently, I doubt I will be able to help you.

Services and SLA assigned to services only apply to customers. If no SLA assigned, the Queue in which the ticket sits applies the equivalent milestones. In meat space, you wouldn't tend to establish an agreement with your customer that you'd only provide response rate X (SLA) if Agent Bob handles the ticket and SLA Y if agent Charlie handles the ticket.