Can someone offer up an explanation and/or good example of what services, SLAs, and ACLs are, how they work, what they are used for, and how they are related to each other? I've been reading the documentation and some other things, and I guess I'm not fully comprehending what it is saying.
Also, are web services at all related to this?
Services Explanation
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crythias
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Re: Services Explanation
A queue is a categorization of what [types of] agents can handle a give ticket. Plumbing, Electrical, IT are good queue names. Generic, and broad in scope.
A service is a thing the customer needs to be fixed. Toilet, outlet, printer jam are good service names. Specific. Since the idea is that you'd sell or provide this service to a customer, you would either attach a service to a customer or provide this service to all customers as a default service.
An SLA is an agreed upon time frame to complete, with milestones/deadlines for response included. These are attached to services.
AN ACL is a way to provide Access Control for various purposes. One of those purposes can be to make sure that a person who chooses "Plumbing" Queue can only choose services like "Toilet" or "Sink".
Web services are not related to this as the term applies to communication between one web site and interface with the OTRS ticketing system (backend).
Please check my "Need help?" link in my signature.
A service is a thing the customer needs to be fixed. Toilet, outlet, printer jam are good service names. Specific. Since the idea is that you'd sell or provide this service to a customer, you would either attach a service to a customer or provide this service to all customers as a default service.
An SLA is an agreed upon time frame to complete, with milestones/deadlines for response included. These are attached to services.
AN ACL is a way to provide Access Control for various purposes. One of those purposes can be to make sure that a person who chooses "Plumbing" Queue can only choose services like "Toilet" or "Sink".
Web services are not related to this as the term applies to communication between one web site and interface with the OTRS ticketing system (backend).
Please check my "Need help?" link in my signature.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Services Explanation
Thank you! This was very helpful.