Do I understand the principle of the SLA in OTRS in the right way?
If the set time has expired, the ticked is unlocked and opens for other users. Supervisor at the same time receives a message that the timing of the answer had expired. Right?
And what happens if the ticket was not blocked, but the time to answer has expired?
And one more question please, is it possible to manually escalate ticket? I havent found this button in ticket toolbar.
Principle of the SLA
Moderator: crythias
Principle of the SLA
OTRS 3.0.4, FreeBSD, using not for IT but as a service desk only to effectively process customer's requests.
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Wolfgangf
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Re: Principle of the SLA
Ahm: as far as I know: no
SLA deals with
- first response time
- solution time
- meantime between failures
and things like that
Ticket unlocking has nothing to do with SLA but is configured by queue
SLA deals with
- first response time
- solution time
- meantime between failures
and things like that
Ticket unlocking has nothing to do with SLA but is configured by queue
Produktiv:
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting