Help ITSM Configuration

[kazevil]

Hi all

I'm new in OTRS and trying to configure the ITSM part to fit the business we are currently developing.
Therefore I'm facing some points where I'm not sure if I take the right direction or not.
It would be really nice and helpful to get your feedback/experience on some points.

Let me first, maybe, give you a short description on our situation

We are offering Maintenance Contract to our customers with:

• 3 different levels (1st Level, 2nd Level, 3rd Level)
• 3 different impact levels (High, Medium, Low) for the incidents
• Reaction time depends on 3 parameters: Contract level, Impact and Time (Business Hours or Non Business Hours)

So here are the points on which your help/feedback would be really helpful for me:

I plan to define a service as a contract to 1 customer and not as a general/generic services. This is planned like that in order to link Configuration Items
to a customer through a contract (Service). Makes it sence for you?

I face also the current "limitation" about SLAs which cannot be linked, for reaction time, on priority. I saw in some threads that this feature is in the pipe,
however in the meantime I have to find a way to configure it differently. As explained our reaction time depends on 3 parameters. For the time parameters
it looks quite simple as I can use the calendar function in the SLA. For the contract level and the impact, I didn't really found a way.
So I was thinking about the following implementation:

• Create 1 SLA for each 18 combinations (3 levels x 3 impact levels x 2 Time frames) in order to have the different possible reaction times
• Hide the SLA and priority fields in the customer Frontend
• Create an ACL, which would set the SLA parameter based on Service, Impact and Creation Time fields
• Let the priority be set by the Criticality/Impact/Priority matrix

Does this look "logical" or feasible for you? Can I create an ACL on a time parameter like Creation Time of the ticket?
To activate an ACL, should it only be included on Config.pm or should I also create a cronjob to run it regurlarly (where to set the frequency)?

Thank you, in advance, very much for your help.

Kaz

[kazevil]

HI all,

I finally found almost all the answers I needed. In fact not really answer, but smarter ways to do it after investigation since almost 14h in OTRS

I still have 3 smaller questions, for which your support would be really helpful:

• In the Config Item classes, there is a parameter owner, which has an Input => 'Customer'. This permits to define a Customer user has owner of the CI.
  What this Input referencing too? Is Customer a variable, an array? Could I change it to reference the COmpany instead of the CUstomer Users?
• Can I hide the SLA or Priority fields in the ticket creation for Customer Frontend? Instead, can I display the Impact field ?
• In the ACL, is it possible to use conditions operators like AND, OR? It seems that by default the ACLs make a and between the conditions.

These are really the last gaps I have before having a proper configuration concept

Thanks a lot and Good Night

Kaz

[keihell]

Hi man,
Do you know if there is a way to manage something like "Support Conract"??
Is there a way to set a initial date and a final date to a service, someway that
the customer can only open tickets between that dates???

I appreciate your help.

Thank you!