Automatic SLA assignment

[ArielRauch]

Hi,
I have connected Nagios to the OTRS system. Now every notification at Nagios is opening a ticket. Via postmaster filter I am able to assign the company, priority and queue automatically.
My problem is now regarding the SLA:
1. I have defined services per customer(Company).
2. In addition I have grouped the services into SLAs - every service will only be assigned to one SLA
Now I would like to be able to set the SLA automatically after the customer or nagios has chosen the service.

Is this possible?

Thanks

Ariel

[sciolto]

Hi,
have you had any luck implementing automatic SLA assignment?

Anyone out there?

Thanks

[ArielRauch]

I have used a workaround:
I have created a sla for each company. Via the postmaster filter I am assigning this filter automatically.
I hope this suites you too
Ariel

[Wolfgangf]

how did you connect Nagios to OTRS?
- adding OTRS as a contact person and now Nagios is sending Notifications?

If yes: take a look at the OTRS Module "SystemMonitoring" - it takes care for this situation

Furthermore, there are descriptions out, how to connect nagios to OTRS in a way that Nagios is sending E-Mails on acknowledging
This makes handling also much easier

BR