OTRS::ITSM services and SLA

[ArielRauch]

Hi,
I am also new to OTRS. Although I am trying to work with OTRS:ITSM I have a different approach regarding the different entities in the system:
I am running a service center providing different customers maintenance and availability services for their IT infrastructure (including application level).
I have thought of the following concept:
1. the company is my customer.
2. The companies employees are my customers (OTRS language)
3. For each company I create a group with the name of the company
4. For each company I create a queue with the name of the company (the concept may be extended to sub-queue per company)
5. For each company I create specific services according to thier infrastructure/application environment (mail, active directory, time system, and so on)
6. Those services are now connected directly to each customer of the company (I know this is not elegant)
7. Now I am defining SLAs according to my companies offering (Platinium, Gold, Silver) with differnt response times.
8. The last step is to connect services to the relevant SLA.

What do you think - does it make sense?

Thanks

Ariel

[ArielRauch]

I would like to add that if this concept makes sense I need a way to pre-set queue (=customerid) and SLA for each customer opened ticket.

Any ideas,

Thanks

Ariel

[crythias]

Split topic because it was hijacking an old topic and referenced ITSM and not core per original topic.

[ArielRauch]

sorry.
How do I do it?