Hi,
When I create SLA in OTRS, I have to fill in the field "Type"; what is the use of this field ? and what is the difference between all the values: availbality, errors, other, recovery time, resolution rate, response time, transactions
Same question with service.
Thanks
Laetitia
Service/SLA
Moderator: crythias
Re: Service/SLA
I assume you are using OTRS::ITSM? As that makes use of a lot more fields (i.e. for SLA) than the plain OTRS framework.
Though I am using the plain vanilla OTRS, the generic idea behind the SLA object is the same in both: it is the ability to treat different tickets differently even for the same customer. This naturally means different SLA values for the various case severities. So the first response, update and solution time fields provide you the option to treat the cases with different deadlines.
ITSM is a great deal more complex as it provides a lot of extra functionality around the Service/SLA objects, but the generic idea for SLAs is the above in there too.
The Service object is mainly a collection of SLAs. If you want to provide two type of support for your customer, i.e. "Onsite" and "Remote" (using an IT analogy here), then you can set up these two as Services, create a few SLAs under each and assign the proper Servcie/SLA settings to each new tickets from this customer. This will then make sure you will be notified before any SLA is violated ("escalations" in OTRS lingo).
The first response, update and solution time fields are time values in minutes. These are the service level definitions built into OTRS: first response is the time your agents must provide a first (human) response to a new ticket. Update time is the time an agent must provide a first status update on the work for the ticket, and Solution is obviously the time period under which the problem in the ticket must be solved.
OTRS uses the Calendar you specified for the SLA, to calculate these times, so if you set up a Calendar that will be 'closed' during the weekend, then the SLA time period will not consider the weekend and the clock will only re-start ticking on the next Monday morning.
Hope this gives a generic idea.
Though I am using the plain vanilla OTRS, the generic idea behind the SLA object is the same in both: it is the ability to treat different tickets differently even for the same customer. This naturally means different SLA values for the various case severities. So the first response, update and solution time fields provide you the option to treat the cases with different deadlines.
ITSM is a great deal more complex as it provides a lot of extra functionality around the Service/SLA objects, but the generic idea for SLAs is the above in there too.
The Service object is mainly a collection of SLAs. If you want to provide two type of support for your customer, i.e. "Onsite" and "Remote" (using an IT analogy here), then you can set up these two as Services, create a few SLAs under each and assign the proper Servcie/SLA settings to each new tickets from this customer. This will then make sure you will be notified before any SLA is violated ("escalations" in OTRS lingo).
The first response, update and solution time fields are time values in minutes. These are the service level definitions built into OTRS: first response is the time your agents must provide a first (human) response to a new ticket. Update time is the time an agent must provide a first status update on the work for the ticket, and Solution is obviously the time period under which the problem in the ticket must be solved.
OTRS uses the Calendar you specified for the SLA, to calculate these times, so if you set up a Calendar that will be 'closed' during the weekend, then the SLA time period will not consider the weekend and the clock will only re-start ticking on the next Monday morning.
Hope this gives a generic idea.
otrs 4.0.3, mysql 5.5.15, Fedora r15