Hi Everyone,
my boss asked me to enable 2 kind of sla:
1) NDB
2) 48h
How can i implement it?
Does OTRS support it?
p.s if im not wrong, NDB means that the problem will be fixed in a maxinum time of next business day. Is that right?
Thank you
NDB SLA in OTRS4
Moderator: crythias
Re: NDB SLA in OTRS4
I would start by asking your boss what he means, perhaps in his mind NDB means something completely different. Most likely is Next Business Day (NBD) though.
Now as for SLA there are several possibilities. If it's very simple and you use the same SLA for all tickets you can use the escalation Queue settings. A Queue is linked to a Calendar (these can be modified in the sysconfig) and escalation counts the minutes during the time specified in the Calendar.
If not you will have to link an SLA to a Service. In that case it goes like this:
Ticket has a Service. That Service is linked to one or more SLA. That SLA is linked to a calendar and has escalation times defined.
If the second option isn't enough you can always get this: https://www.otrs.com/otrs-business-solu ... s/?lang=nl or perhaps some other development company has similar.
Now as for SLA there are several possibilities. If it's very simple and you use the same SLA for all tickets you can use the escalation Queue settings. A Queue is linked to a Calendar (these can be modified in the sysconfig) and escalation counts the minutes during the time specified in the Calendar.
If not you will have to link an SLA to a Service. In that case it goes like this:
Ticket has a Service. That Service is linked to one or more SLA. That SLA is linked to a calendar and has escalation times defined.
If the second option isn't enough you can always get this: https://www.otrs.com/otrs-business-solu ... s/?lang=nl or perhaps some other development company has similar.