In another ticketing system I recall being able to 'exception' a ticket's SLA because of external factors that do not allow you to complete a ticket by solution time.
ex.
Ordering a replacement part for a desktop but it does not get delivered in time to complete a 24 hr SLA
ex.
Internet service is down due to a downed telephone pole. the ISP can not have the service up and running before the ticket is due.
By doing that you do not get penalized for missing SLA due to things you cant control. Obviously there has to be a valid cause to exception a ticket.
How would this be accomplished in OTRS if possible?
'Exception' a ticket's SLA
Moderator: crythias
'Exception' a ticket's SLA
OTRS 3.3.5 with LDAP auth for agent and customer
Windows 2008 R2
MySQL out of the box
Windows 2008 R2
MySQL out of the box
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crythias
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Re: 'Exception' a ticket's SLA
change sla
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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crythias
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Re: 'Exception' a ticket's SLA
alternative: don't. Use a DynamicField to mark exception.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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reneeb
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Re: 'Exception' a ticket's SLA
Set your ticket to a pending state and make a note about the cause for pausing the SLA... As an alternative, you could install an add on that allowes to be more specific about pausing SLAs (e.g. http://opar.perl-services.de/dist/EscalationPlus )
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de