Configuring SLA's around the working day

[Baustin]

Hi guys,

I am going to be setting up an SLA for OTRS. There is just a few things I'd want to know before I do.

The working day is 8am - 6pm, so if an email is sent to us, I want to set an SLA of 3 hours. IF nothing happens to the email in 3 hrs, then an email is sent to the boss.

If an email is send outside this time, the SLA will be 14 hours, with an email sent to the boss if it is not actioned in that time.

FIrst of all I just want to know if this is possible, if so then I can research it and get it up and running.

[crythias]

It's not possible by default, because Date isn't a field in postmaster.
Options:

• Use procmail to "receive" email instead of the fetching mechanism and then apply a procmail recipe to change the OTRS variables.
• Make a new PostMasterFilter module (development).
• use Generic Agent to change it
• create a TicketEvent to change it (development)

[crythias]

But also, the SLA (if you attach a calendar to it) doesn't count time that is unchecked in the calendar.

[Baustin]

Thanks alot for the help.

I am looking at the manual to gather some information, however SLA's is not mentioned alot.

http://doc.otrs.org/3.0/en/html/Ticket. ... references

Is there somewhere else I should be looking?

[crythias]

I'm afraid I can't give you much more than a "try it and find out", but look at what options you have when you create an SLA. You get to choose a calendar. Sysconfig will allow you to customize business hours for that calendar.

[Baustin]

Coming back to this i had some time to play around with it.

what i have done is set up to calanders

- 9am - 5pm Monday to Friday
- All day on Saturday and Sunday, as well as 5pm to 9am Monday to Friday

I have set up the generic agent to fetch emails that are older than 3 hours and move them to a new folder "escalated tickets".

When they arrive in this folder, an email will be sent out to the boss to let him know.

This is what I am trying to achieve however I cant get the generic agent to move tickets that are older than 3 hours.

Any ideas?