SOLVED : Query about disabling SLA for problem tickets

hkshetty · Post by **hkshetty** » 07 Sep 2015, 04:05

Dear Team,
Good Morning!

We have configured SLA in our environment and it seems to be working fine as expected except for problem tickets. We do not want to attach SLA for problem tickets. I guess by default incident & problem tickets are included in SLA mgmt.

Could you please advice how to disable SLA for problem tickets?
I tried searching for answers in this forum, however couldn't find the same and hence thought of taking your help.

Your assistance would be much appreciated!

Warm Regards

Application - OTRS 4.0.7
Web server - Apache 2.4.7
DB - MySQL 5.5.47
OS - Ubuntu 14.04

wurzel · Post by **wurzel** » 07 Sep 2015, 20:11

Hi,

a SLA is not attached automatically in a default OTRS configuration.

My guess is, that anyone in your company did built up a mechanism to set a SLA to all tickets.
This person may tell you what he/she has done and correct it.

Or: You tell us a little bit more about "how is the SLA attached" on your tickets?

Flo

hkshetty · Post by **hkshetty** » 08 Sep 2015, 03:46

Hi OTRS Guru (wurzel),

Thanks for your time!

Yes, you are correct, it was already configured by my predecessor (who has left the co.)
In our org. the SLA is not linked with Queue. It is associated with the services and attached to different calendars (based upon the location of our presence of GSD). Yes, we do not have centralised Global Service Desk yet, hence I have set different calendars for each city (time zone).

I would want the SLA to be counted for incidents only. Please advice.

Please let me know if you need any further information.

Regards

hkshetty · Post by **hkshetty** » 08 Sep 2015, 04:05

Ahh... Now I get your point!

Since the SLAs are linked to services in our org. and while creating problem with specific service, obviously the relevant SLA would be attached.
If I do not wish to have SLA for problem tickets, probably I can create a new service only for problem records and should not attach any SLA for that service. Am I correct?

Regards

hkshetty · Post by **hkshetty** » 08 Sep 2015, 04:19

Or can we have an ACL set where we can say if ticket type is problem, SLA not possible ... something like this.

Please advice.

Regards

wurzel · Post by **wurzel** » 08 Sep 2015, 09:52

Hi,

yes, you can use ACL for this. See admin manual on doc.otrs.org Chapter5

Sometimes you can built up a dummy SLA (with no esaclations) and use this for
all tickets (and restrict access to it with ACL)

Flo

Post by **crythias** » 08 Sep 2015, 14:55

An SLA is a separate entity from Service. Choosing a service allows a choice of SLAs attached to the service. It's possible, as suggested, to create a do-nothing SLA and attach it to the service.

hkshetty · Post by **hkshetty** » 09 Sep 2015, 03:23

Thank you so much Gentlemen for your advice & time!

Have a nice day!

Znuny Open Source Ticketsystem