Make GenericAgent act only on new tickets *without* SLA

[emmjott]

Hello all,

given this scenario:
- running OTRS 3.3.8, working with just 1 queue
- some customers have access to certain services / SLAs, others are only served on a best-effort basis (which still should be associated with an "internal" SLA for escalation purposes).

I now would like to accomplish the following:
- tickets from customers who don't have access to any service/SLA should automatically receive the cheapest SLA available
- tickets with a service/SLA set (by a customer with the proper rights) must not be modified
- escalation times should always be measured according to the service calendar (24x7, 10x5, etc.) -> This is my main reason for doing this, as i don't want to specify queue-based escalation times.

I have tried to create a GenericAgent Job, which acted upon ticket creation, and set the cheapest SLA available, unfortunately, this always overrides any SLA set by the customer.

Does anyone know of a way on how to accomplish this? The GenericAgent interface does not seem to provide the necessary options for such a scenario. Would i need to write my own agent within GenericAgent.pm?

Any hint would be appreciated!

Thanks alot,
Markus

EDIT:
I have also thought about the following:
- have GenericAgent set TicketFreeKey1 to "hasSLA" for those tickets with an SLA set
- create another GenericAgent which only acts upon tickets without that specific value for TicketFreeKey1
But i couldn't find a possibility to explicitly negate my ticket filter for that agent. Does anyone know of such a possibility?

[crythias]

escalation times should always be measured according to the service calendar (24x7, 10x5, etc.) -> This is my main reason for doing this, as i don't want to specify queue-based escalation times.

bummer. Because that's what default is. Set your queues to the cheapest SLA and it only applies when there is no SLA.

[emmjott]

Set your queues to the cheapest SLA and it only applies when there is no SLA.

Does this behaviour also apply to the queue's calendar in which escalation times are measured?
I'd totally like to avoid having my queue's calendar (which would be 5 days/week, and 10 hours/day) overrule a ticket's SLA service times (e.g. 24/7)..
If a ticket always inherits its service's calendar, setting the cheapest SLA times within the queue would be a perfect solution.

Still, a possibility of negation within the GenericAgent's ticket filter would be cool

[crythias]

tickets obey queues when service/sla not applied.

[emmjott]

Thanks for clearing this up for me.
Works as expected!