SLM - OTRS::ITSM

[diemx]

Hello everybody,

Excuse my ignorance because I have less than 20 hrs of OTRS.

Would you like to set in my Virtual Machine (CentoS with OTRS 4.0.8.), a prioritization matrix for each service selected, example:

If classify the ticket with a determined service, a SLA will be automatically assigned.

My SLA field (Priority) has 5 values: 0 - Very High, 1 - High, 2 - Normal, 3 - and 4 Low - Very Low.

Question - How in OTRS 4.0.8 I define prioritization matrix for each a selected service?

Thank you

[crythias]

Services have assigned a Criticality, not a Priority. In conjunction with the critical-impact-priority matrix what determines the priority.

That is, how business critical is the service, how many people are impacted, that determines priority of what's on the list. It doesn't deal with SLA, because SLA is not Priority.

[diemx]

Hi Crythias,

Sorry my english, I need improve.
I agree with you, but I think I expressed myself badly.

I would like how I apply my SLM on OTRS?
Can you help me?

Thank you!

[crythias]

Can you help me?

I don't know. If you're trying to change the labels of terms, it's probably not something I can help. If you're trying to adjust/change/augment priority, yes, but that's in admin, priorities.

If you're trying to adjust your Criticality-Impact-Priority matrix, that's in Admin, and there's a link to it.

If you're trying to address the criticality for a service, that's in admin, services. To repeat myself, criticality is a the business-critical nature of the service. It doesn't have to do directly with priority, and certainly not SLA.

If you're trying to figure out how to change impact on an existing ticket, that's also handled in the Priority menu item.

The real question is: at what point do you need assistance that isn't something you've found easily in the Admin page or in the documentation?

[diemx]

OK, thank you Crythias!

I'll try more, thank you again.