SLAs and Queues

[jcmmcj]

My organisation is set up as follows: 1st line support team uses a queue which has an SLA attached based on resolution time. A seperate 2nd line support team uses a different queue with a different SLA set. Tickets are escalated by 1st line support to 2nd line by moving the ticket between the two queues, back and forth. However, when the ticket is moved to the new queue, all SLA times captured are lost. For example, 1st line queue has a resolution time set of 4 hours. 2nd line queue has a resolution time set of 2 hours. Suppose a ticket comes into 1st line queue, gets moved to 2nd line queue and updated, and then moved back to 1st line queue. Is there any way in OTRS (any version) or OTRS ITSM that I can configure the system to capture the resolution time and first response times for the ticket as it was in each queue. The 1st line and 2nd line support managers both want visibility of how their staff are performing against their SLAs. The problem is our existing OTRS (don't know which version but it's old) loses the times captured in the 1st line queue when the ticket is moved to the 2nd line queue. Can anyone help?
Thanks

[andersonserra]

hi,

you managed to enable the services and their SLA? because I tried to enable but without sucess... did you get?

graciously,

Anderson Serra
user OTRS in BRAZIL

[andersonserra]

Hi Crythias,

I'm trying enable the option in the opening of tickets with services e SLAs, I enabled in SysConfig this option, but don't shown the options that I add in , Admin > Tickets > Services, and/or ADMIN > Tickets > SLA. Thank's.

Anderson Serra
User OTRS in Brazil

[crythias]

services apply to customers. SLAs apply to services.

[andersonserra]

thank you very much!! I got here!