[SOLVED] SLA auto

[223roni256]

Hi everyone, in otrs i have function to add new SLA and new service’s. When new ticket is created I have function to add SLA and service’s field to the ticket. So ticket change to service with SLA Times. Is this posible to do this automaticly ? So Comapany A send me ticket and this is automaticly SLA .


Thank’s for help.
Regard’s.


OTRS 3.3.3 on ubuntu 12.04 LTS

[crythias]

If you do not assign an SLA, the queue's escalations apply.

[223roni256]

OK I understand, when I assign SLA escalation times is change like in SLA, but how to configure this for example client use outlocku and send email and I must configure otrs to take this ticket as SLA and changing times with consistent SLA.


Thank's for help.
Regard's.

[crythias]

It will obey the SLA in the queue it lands. Otherwise PostmasterFilter.

[223roni256]

Thank's for answer but could you be more specyfic ?

[crythias]

could you be more specyfic ?

no. Not without repeating myself.

Comapany A send me ticket and this is automaticly SLA .

It will obey the SLA in the queue it lands.

If you do not assign an SLA, the queue's escalations apply.

OK I understand

[crythias]

If you ask, "How can I assign an SLA that is not the queue's SLA?"
then the answer is "Use PostMaster Filter"
If you ask, "How can I use PostMasterFilter to assign an SLA to an inbound ticket from CompanyA?"
then the answer is "You need to assign both a Service and SLA to the ticket" And, generally, you don't know the Service simply because it comes from CompanyA until you look at the ticket.Which means you'd assign it manually when you get it and look at it. Unless all tickets from CompanyA are the same service, which means it's not a service, but a queue and really, that queue provides the function of a service (including SLA) without assigning a service.

[223roni256]

Thank you very much Crythias now i finally understand. With one company i create SLA manually when the ticket is about service’s with another i create’s Postmaster filter with secyfic subject so I change ticket to service and SLA with that service.

The last thing I should concentrate is how to handling phone and fax ticket for auto.