SLA when tickets move inbetween departments

[razia]

Hi,


I am working in OTRS 4.0.9
I need help in SLA setting when a ticket is moved from one department to another.

For example,

i have two departments (support and development) and two respective queues which are support queue and development queue. Tickets should be moved from support to development from any level and tickets are getting created independently in both the departments.

I have 3 levels in each queue and respective SLAs are given below.
support level 1 SLA -- 1 hr

support level 2 SLA -- 2 hr

support level 3 SLA -- 1 hr
----------------------------------------------
development level 1 SLA -- 3 hrs

development level 2 SLA -- 2 hrs

development level 3 SLA -- 2 hrs
-----------------------------------------

I have two problem with this set up

1. When a ticket created in support queue is moved from support level 2 to development level 1 , the ticket gets escalated immediately
as the ticket age is already 3 hrs.

2. even if i have adjusted the development SLA more than support SLA at any level
for example

development level 1 SLA -- 6 hrs

development level 2 SLA -- 10 hrs

development level 3 SLA -- 12 hrs

this is not ok for the business logic as tickets are getting independently created for development team and they have different set of SLAs

thanks
Razia