Hi!
Is it possible to assign an SLA depending on a priority and the creation time of the ticket(in/out business hours)?
We want to control agents and users do not set SLAs. I don't know if it is possible to set SLA with GenericAgent. I do not know how to solve this, but we do'nt want neither the customers nor the agents introduce SLAs for errors.
Therefore the second question: is it possible to hide the SLA? Commenting on some blocks of code without causing OTRS system malfunction?
Thank you!
Gonzalo
SLA depending on Priority and creation ticket time
Moderator: crythias
SLA depending on Priority and creation ticket time
OTRS 5.0.8 with Oracle Linux Server release 7.1 with MariaDB database
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OTRS 3.3.6 on Centos 6.0 with MySQL database
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OTRS 3.3.6 on Centos 6.0 with MySQL database
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crythias
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Re: SLA depending on Priority and creation ticket time
You may edit the dtls. Also consider the queue's SLA wins if no SLA configured.
It is not recommended to link SLA and priority as it's very possible to change the priority without closing the ticket.
It is not recommended to link SLA and priority as it's very possible to change the priority without closing the ticket.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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