Implemetation of OTRS

[maathankumar_2010]

Hi There,

I just implemented this particular system, by the admin book guide, but what am I wonder is that my SLA isnt working properly. Is anybody has the same issue with me? I gone through the manuals few times but there i cant able to solve it, can anyone get me some simulation from setting up untill assigning a particular ticket.Please help.


Thanking in advance.
mk

[fbobraga]

What is happening? No service is showed in the dropdown after the customer is selected? If so, this may help: http://forums.otrs.org/viewtopic.php?f= ... 03&p=22559

[jojo]

Please write down more informations, "not working properly" is not an useful description..

[maathankumar_2010]

Hi There,

Thanks for your reply, apologize for the incomplete sentences.Let me briefly explained what i did and what am i going through so far.First of all i have created few SLA's such as for example "1 Hour" whereby the particular job need to be attend by 1 hour right? if im not mistaken, then i tight the services to this SLA and followed by tight the services to the customer.I did create some queues as subfolders under Postmaster queue and when i create a ticket and choose the SLA & services i will put into these queues, the ticket will appear in the 'open ticket' column in the dashboard and will show the hours(total hours from the creation date time)once it is on the escalated the hours will be in the minus value and i'm not sure what is happening.Could anyone simulate the flow on how it is working? Can i have better understanding on it.

Thanking in advance.

[maathankumar_2010]

Please write down more informations, "not working properly" is not an useful description..

Thanks for your reply, apologize for the incomplete sentences.Let me briefly explained what i did and what am i going through so far.First of all i have created few SLA's such as for example "1 Hour" whereby the particular job need to be attend by 1 hour right? if im not mistaken, then i tight the services to this SLA and followed by tight the services to the customer.I did create some queues as subfolders under Postmaster queue and when i create a ticket and choose the SLA & services i will put into these queues, the ticket will appear in the 'open ticket' column in the dashboard and will show the hours(total hours from the creation date time)once it is on the escalated the hours will be in the minus value and i'm not sure what is happening.Could anyone simulate the flow on how it is working? Can i have better understanding on it.

[zeca_neca]

HI

I've always assumed that after the SLA expired the minus signed refered to the elapsed time.