Set a default SLA

[ugob]

Hi,

We're currently using a Postmaster Filter to set the SLA (and service) on tickets received by e-mail. We're using an Outlook add-on that adds specific text with the SLA (SLA=5, for example) at the bottom of the message body, so the Postmaster Filter simply sets the OTRS for service (we only have one service right now) and SLA based on this text.

It works perfectly, except for some cases where the Outlook add-on doesn't work or the ever growing the cases in which the email comes from outside our organisation. I want to give these tickets the value of SLA = 5 so that a basic escalation is applied to them.

How should I proceed? Simply set the SLA on all emails (can a filter do that?) to 5 and make sure that the "Stop after match" checkbox is unchecked?

Thanks,

[rick20]

Maybe you can help GenericAgent. You should filter for new tickets, and tickets without SLA update to SLA5.

[ugob]

It wouldn't work because I can't filter tickets based on the fact that they don't have an SLA. If I don't select anything in the SLA part of the filter section, it will just ignore the SLA in its selection process.

[ugob]

Could I do that by changing my posmaster filters? I currently have 6 postmaster filters, each of one looking for a specific string in the body (SLA: 1, SLA: 2, ect.). Could I add another postmaster filter stating that if the body doesn't contain "SLA: ", set SLA to 5?

[ugob]

We configured he Postmaster Filter solution and it looks like it is working.