I have a requirement to show different SLA's for paticular tasks (depending on support request) in a single queue. Currently i have defferent Service level Agreements defined(with differnt SLA times). I want to set these SLA's in the Customer.pl which a clients can choose it form there. And that should be visible to only clients in a particular queue. Can any one help me in this issue?
Regards,
Hasitha
Set Different SLA's to a Queue
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hhettiarachchi
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crythias
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Re: Set Different SLA's to a Queue
SLAs are attached to services, so you may want to think about things in terms of services instead of queues.
A Queue should be agents who handles the type of tickets
A Service is what the customer bought.
An SLA attached to the Service determines the Agreement timeframe to address the ticket related to the service.
Your request for SLAs to be chosen per queue is out of the hierarchy of the database. Yes, you can do it through ACL, but if you attach an SLA to a service, the customer can only select SLAs relevant to the service the customer chooses.
Now, if you would like to restrict the services that a particular queue handles, that can be done through ACL.
Additional reading:
viewtopic.php?f=60&t=7070
viewtopic.php?f=60&t=11235
A Queue should be agents who handles the type of tickets
A Service is what the customer bought.
An SLA attached to the Service determines the Agreement timeframe to address the ticket related to the service.
Your request for SLAs to be chosen per queue is out of the hierarchy of the database. Yes, you can do it through ACL, but if you attach an SLA to a service, the customer can only select SLAs relevant to the service the customer chooses.
Now, if you would like to restrict the services that a particular queue handles, that can be done through ACL.
Additional reading:
viewtopic.php?f=60&t=7070
viewtopic.php?f=60&t=11235
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hhettiarachchi
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Re: Set Different SLA's to a Queue
Hi,
Thank you very much for your response, Suppose i want customer to select the appropriate service (SLA) when he's posting the ticket. This is only for internal queue. How can i link that list of services to be shown in the Ticket Create window as a comobo box to select?
Thank you very much for your response, Suppose i want customer to select the appropriate service (SLA) when he's posting the ticket. This is only for internal queue. How can i link that list of services to be shown in the Ticket Create window as a comobo box to select?
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crythias
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Re: Set Different SLA's to a Queue
Services must either be default (there's a button in the Customer <-> Services interface for Edit default services) or assigned to a customer.
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hhettiarachchi
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Re: Set Different SLA's to a Queue
I have done the same. In Manage Customer-Services Relations. All services are allocated. But i'm not getting any service selection combo box in the customer.pl.
Instead im only having the original fields like
* To:
* Subject:
* Text ...etc
Can i get that list there and use escalation of the ticket depending on the serive selection?
Instead im only having the original fields like
* To:
* Subject:
* Text ...etc
Can i get that list there and use escalation of the ticket depending on the serive selection?
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crythias
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Re: Set Different SLA's to a Queue
What version? By default, it should be enabled. If not, see this post viewtopic.php?f=60&t=15641
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otrslanka
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Re: Set Different SLA's to a Queue
It's 3.011, I've disabled it in earlier days somehow in the customer interface, and now i could'nt remember how to get that back. I've done lots of modifications to the OTRS instance and its not even looks like OTRS now. 
However ill chek your suggessions. I didnt resolve this issue yet.
Thanks and Regards,
Hasitha
However ill chek your suggessions. I didnt resolve this issue yet. Thanks and Regards,
Hasitha