This is how we want to use the SLA function:
When a customer creates a ticket and the Type is A and Priority is very low then predefined SLA "A_verylow" should be attached to the ticket.
Is this possible?
Up till now I have created a 24/7 calendar, made 2 services "A" and "B" and I created 10 SLA's:
5 SLA's for service A
5 SLA's for service B
Why 5? Because there are 5 priorities.
I attached all customers to both services.
But now I'm stuck on what to do next to make it work...
SLA question
Moderator: crythias
SLA question
OTRS 3.2 - Windows Server 2008R2 - mysql
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crythias
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Re: SLA question
If you want the customer to select the SLA then let the customer select the SLA. SLA should not be linked to priority.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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