SLA's, Customers and Services

[Madwin]

Hi

I thought I'd put this in general since it's not a request for help on configuration, it's more of a problem i have and i want to get some feedback from the people who use OTRS, here it goes

I have several customers of my company who use some of the services the company provides with an specific SLA, example: Customer A uses Service A and B with a 8x5 SLA, and Customer B uses Services A,B and C with a 24x7 SLA, here's the problem, Customer A can choose on the SLA menu when opening a customer ticket any SLA (8x5 and 24x7), I want Customer A to choose only the 8x5 SLA without having the choice of the 24x7 SLA, same for Customer B, and they both use the same services but on a different SLA level, so if anyone has a way to do this, any idea at all would help me a lot so i can figure out how to set this up

Regards,

[crythias]

I know this is a pain, but I've suggested adding new services with exactly one sla per service, which you'll assign to a customer.

[Madwin]

Is indeed a pain, but what if more than one customer uses the same service but with a different SLA? should i create the same service twice for both SLA's? is there any request to do this in a new version of OTRS?

[crythias]

yes, same service twice:
service: email resolution gold, SLA:4 hour response
service: email resolution: silver, SLA: 24 hour response

Edit: and yes, you can submit it to either the OTRS bug list and/or the ideascale list.