Customer > Priority > SLA

[cepin]

Hello all,

I know that SLA is SLA and Priority is Priority. But unfortunately this doesn't fit our requirements so I'm wondering if anybody don't know some hack/workaround how to configure this:

Company has ~60 customers
OTRS should be used for support department. So customer raise TRQ and support should solve it.

Customer can raise TRQ with possible to select Priority 1-5 (1-critical, 5 - technical query)
then each Priority has assigned SLA (first response, workaround provided, complete solution)
TRQs will be in same "Support" queue

About 20 customers will have different SLAs linked to Priority, the test will have same SLA (times) mapped to priority.

So theory is that Customer raise TRQ (email, GUI)...and select Priority
OTRS then assign to this TRQ appropriate SLA based on Priority selected by customer.

So the SLA should be picked up based on Customer and Priority. Is possible to do such mapping? (except using Generic Agent...there would be too many rules)

there would be 20-customers*5-priorities=100 SLAs + 5 SLAs as 40 customers will have same SLA for Priorities.... in total 150 SLAs configured.

Thank you for any help/advice !!!
Ondrej

[crythias]

if the priority is an SLA, the priority is a queue.

A queue is (my definition) a group of users/agents who are able to service a specific request. Addendum: the Queue has all the functionality of an SLA.

Customer can raise TRQ with possible to select Priority 1-5 (1-critical, 5 - technical query)

Easier: choose the queue that matches the priority. Done.

[cepin]

Hello,
thanks for suggestion!

Probably I will use the Generic Agent for it. There will be ~110 rules.
Do you think it won't have some (performance...any other) impact on the system ?
I want to use the generic agent on Event Trigger: TickedCreate. And there will be about 50 new TRQs/day mainly in office hours.

Thanks!