Priority base in SLA

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dvhelp
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Priority base in SLA

Post by dvhelp »

Hi,

Am trying with Priority base and also Service in SLA, Please anyone help me to bring priority in SLA, already service is there but I need to bring priority in SLA to minimize or maximize SLA time to the customer.

Thanks a lot if anyone help me out from this
crythias
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Re: Priority base in SLA

Post by crythias »

Hello, and welcome to the OTRS forums! Please take a moment to read the Need help? link in my signature, as well as update yours.

The short answer is: they are different because they indicate different things.
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dvhelp
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Re: Priority base in SLA

Post by dvhelp »

Yes I understand that but I need to set it as priority base, but am not able to do that, and also, i need to set particular customer for eg: customer1 need to be set default sla1 and customerb need to set default sla2 as like that.
crythias
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Re: Priority base in SLA

Post by crythias »

I apologize, but I am having difficulty translating what you're writing into something that can be addressed.

You should assign services to customers and SLAs to services.
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dvhelp
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Re: Priority base in SLA

Post by dvhelp »

Hi,

while we creating a new SLA, there is only service field to select, as like that I need priority field in that, so that according to priority and service i will create a new SLA for customers.
crythias
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Re: Priority base in SLA

Post by crythias »

Not going to happen. If the service has an SLA assigned it should display.

Priority won't determine SLA. SLA determines SLA.
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RStraub
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Re: Priority base in SLA

Post by RStraub »

Though according to the description of this addon:
http://opar.perl-services.de/dist/EscalationPlus

you might use it to have SLA depending priority.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
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