Tiered update times

[gl1tchh]

Hi everybody,

Is it at all possible to have separate update time limits (between first response and solution), instead of just the one? I would like to set up a system where if a ticket isn't solved by the first responder, each tier of my support system (1, 2 and 3) has a certain amount of time to update/solve the issue before it is escalated to the next tier.

Any help or suggestions would be greatly appreciated

[crythias]

Change queues? Change SLAs via Generica Agent?

[arvas]

hows this?
Set the time you want agent 1 to respond or escalate it in that queue,
make another queue for agent 2 and set his response time.
use generic agent to transfer the ticket auto if the ticket gets escalated from ticket 1 to 2 and changing the state to normal.

rinse and repeat for queue 2 to queue 3

[gl1tchh]

Thanks for the feedback everyone

Okay, I'd actually done what arvas suggested (after seeing crythias's suggestion), but I'm having a few problems with the GenericAgent job - firstly, I need it to run more frequently than every 10 minutes (I know this is just a cronjob edit, but I'm not sure where the file is) (I found the file), and secondly, what would be the best way to check for escalation in the ticket filter? I want to use solution time, but I'm having a problem with this in that as soon as the job runs, it sees the ticket as escalated and moves it into the target queue. The filter option is set to:

Code: Select all

Escalation - solution time: ticket solution time reached last 01 minutes

More information that might be relevant: When the ticket comes in, it goes into a default queue with NO escalation times set. I then move it into the queue that is being checked by the job, which has a solution time of 60 minutes set - I thought this might be the problem, and set the default queue's escalation time to 60 minutes as well, but this made no difference. Am I right in assuming that the escalation times get set to whatever is defined in the queue that the ticket is moved to?

Thank you for the help so far

UPDATE: Okay, I was poking around in the database, and found where the jobs are stored, and I see that even though I didn't specify this in the filter (all set to no escalation time settings, aside from the solution time), there are values set for all of the response time, solution time and escalation time options. Database extract below:

Code: Select all

Low-FR->Low-T1	TicketEscalationTimeStopDay	06
Low-FR->Low-T1	TicketEscalationTimeStartYear	2013
Low-FR->Low-T1	TicketEscalationTimeStartMonth	02
Low-FR->Low-T1	TicketEscalationTimeStartDay	04
Low-FR->Low-T1	TicketEscalationTimePointStart	Last
Low-FR->Low-T1	TicketEscalationTimePointFormat	day
Low-FR->Low-T1	TicketEscalationTimePoint	1
Low-FR->Low-T1	TicketEscalationSolutionTimeStopYear	2013
Low-FR->Low-T1	TicketEscalationSolutionTimeStopMonth	03
Low-FR->Low-T1	TicketEscalationSolutionTimeStopDay	06
Low-FR->Low-T1	TicketEscalationSolutionTimeStartYear	2013
Low-FR->Low-T1	TicketEscalationSolutionTimeStartMonth	02
Low-FR->Low-T1	TicketEscalationSolutionTimeStartDay	04
Low-FR->Low-T1	TicketEscalationSolutionTimePointStart	Last
Low-FR->Low-T1	TicketEscalationSolutionTimePointFormat	minute
Low-FR->Low-T1	TicketEscalationSolutionTimePoint	1
Low-FR->Low-T1	TicketEscalationResponseTimeStopMonth	03
Low-FR->Low-T1	TicketEscalationResponseTimeStopYear	2013
Low-FR->Low-T1	TicketEscalationResponseTimeStopDay	06
Low-FR->Low-T1	TicketEscalationResponseTimeStartYear	2013
Low-FR->Low-T1	TicketEscalationResponseTimeStartMonth	02
Low-FR->Low-T1	TicketEscalationResponseTimeStartDay	04
Low-FR->Low-T1	TicketEscalationResponseTimePointFormat	day
Low-FR->Low-T1	TicketEscalationResponseTimePointStart	Last
Low-FR->Low-T1	TicketEscalationResponseTimePoint	1

And a link to a shot of my filter settings in OTRS:

http://i47.tinypic.com/6ekp4k.png

[arvas]

theres no need to use escalation.

Try this:

lets say this is generic agent job alpha and the next job will be beta
Ticket Filter:
1 select Queue (maybe agent 1)
2. select state: (open, new etc)
3. select create time to be how old the ticket should be, maybe 2 days?

Ticket Action:
1. select New Queue (agent 2)

repeat same steps on agent beta's job but just leave some extra time for the create time.

Its like creating a if agent 1 is not closed and has a ticket older then 2 days then transfer to agent 2, if agent 2 has this ticket open more then maybe 3 days, transfer to agent 3.

[gl1tchh]

Okay, that sounds like it could work, let me give it a try, will let you know Thanks very much for the suggestion!

[arvas]

no probs, good luck on your OTRS adventure!