On our ticket-ITSM system we choose the priority using the impact /criticality matrix. We need to link the priority and SLA automatically. The idea is the agent will choose the service, than has a criticality associated, and the impact, and automatically the system will have to assign a priority and a SLA to the ticket. How can we do it?
Thanks.
How can link priority and SLA
Moderator: crythias
How can link priority and SLA
Using:
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
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crythias
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Re: How can link priority and SLA
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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crythias
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- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
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Re: How can link priority and SLA
Summary: If you need to link the priority to the SLA, why have two fields?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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Please edit your signature to include your OTRS version, Operating System, and database type.
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