Hi Shawn,
I'm also very interested on connecting OTRS to SLAs.
The only features of OTRS facing towards SLAs I know are:
1) Ticket escalation depending on the queue:
E.g. all the tickets are received within the INCOMING-queue.
Then an agent has to view these, up to know, unknown tickets by moving
it to an appropriate queue.
You can "force" this by setting an escalation time of x minute on the
INCOMING-queue.
2) To avoid that tickets get dusty in any queues, set the escalation
time to x days on these queues. But these tickets only get escalated
when the time is over and the ticket is -not- locked by an agent.
3) Use lock-timeout to ensure that a ticket isn't forgot within the "my
tickets" of an agent
I don't know escalation depending on the priority of a ticket.
Perhaps, you can build in some more automatism by using generic agent jobs.
Sorry, that's all I know,
Alex
[EMAIL PROTECTED] schrieb:
Hello Everyone,
and the next mind-boggling question:
Is anyone implementing Service Level Agreements in OTRS? I was
wondering how this can be implemented to ensure that our ticket do not
exceed our current SLA’s.
I appreciate any and all comments and thank you all again for a
wonderful source of knowledge here by this mailer. I hope that I can
someday be helpful here as well and not always be the “leech”.
/*/Vielen Dank,/*/
/*/ /*/
/*/Shawn Beasley/*/
Support - IT
Cargo Future Communications GmbH
Geb. 1335
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Tel. +49 6543 983 113
Fax +49 6543 983 119
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Email: [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>
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