Descritpion of services, SLA and queue

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kissman
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Joined: 02 Jun 2013, 16:19
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Descritpion of services, SLA and queue

Post by kissman »

Hi :) I need a little help with description of this... In our company, we have multiple customer companies (already enabled customercompany support) with flat tax rate for tech. support. But we have one which have special SLA:

This SLA have 3 categories of response time: 1) Office PC (1 hour to solution) 2) Techers PC (24 hours to solution) 3) Others PC (48 hours to solution)...

I havent idea, how implement this to the OTRS with services &sla. Can anyone help me?
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crythias
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Re: Descritpion of services, SLA and queue

Post by crythias »

services are assigned to customers (individuals).
SLAs are assigned to Services

OR

SLAs are assigned to queues.

Now, I'm firmly against customer based queues, so this means that the customers that are connected to a specific company should have the Services, and therefore SLAs attached to their CustomerID.
See also this: viewtopic.php?f=60&t=16398
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