Hi there, here's how we've done it:
1. Define the following at /index.pl?Action=AdminGeneralCatalog ITSM::Core::Criticality ITSM::Core::Impact ITSM::Service::Type ITSM::SLA::Type 2. Define your Priority levels at /otrs/index.pl?Action=AdminPriority 3. Define your service tree at /index.pl?Action=AdminService keeping in mind that every service has a criticality (also called urgency) associated to it 4. Define your SLAs at /index.pl?Action=AdminSLA and associate them to the services you just created 5. Define how Priority will be automatically set when choosing a Service and an Impact when creating the ticket. That's done at /otrs/index.pl?Action=AdminITSMCIPAllocate 6. Define which users have access to which services at /index.pl?Action=AdminCustomerUserService keeping in mind that if you want offer the same services to plenty of users you'd better define in this same screen your default services 7. When creating a new ticket choose the Customer and the available Services (and SLAs) for him will show up. Go a little down and choose and Impact, the Priority will be automatically showed based on the definition set on #5 8. If you want to customize some of this behavior, use ACLs http://doc.otrs.org/2.4/en/html/c2064.html Greetings, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche AT itilibre.com www.itilibre.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia On Thu, May 14, 2009 at 11:55 PM, Katta, Lokesh Katta Subramanyam < [email protected]> wrote: > Hi Jeffery, > > > > Thanks for the answer. > > There is no much documentation on setting up the service, SLA, and > customizing them. > > > > Moreover, we are planning to use the OTRS as a helpdesk, trouble ticket > system internally. So we would not want the endusers to select the service > and SLA, instead only the ticket priority. Please let me know if I can use > the service and sla that can be set at the ticket/customer level in this > scenario. OR is it possible to customize for our requirement? > > > > If there are any links to documentation regarding the service and sla. > Please point us to those links. > > > > Your help is highly appreciated. > > > > Thanks, > > Lokesh K S > ------------------------------ > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of > *Jeffery Chen Fan > *Sent:* Friday, May 15, 2009 6:28 AM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Can we have seperate SLA(response time, update > time,solution time) for each priority? > > > > priority is based on the critical and impact. > and critical is setting with services. > > so, the have no SLA based priority, there only have services based > priority. > > On Thu, May 14, 2009 at 11:33 PM, Katta, Lokesh Katta Subramanyam < > [email protected]> wrote: > > Hi, > > > > Is it possible to set SLA’s based on priority? As I can see from the > documentations we can set it at the Queue level like first response time, > update time and solution time. > > > > But in our scenario, like for a particular category/queue the SLA will be > different based on priority. > > > > For eg. For Desktop Movement, if priority is critical then solution time is > 1 day and if the priority is normal solution time is 1 week. > > > > Is this possible? > > > > Thanks in advance > > Lokesh K S > > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > > > -- > Jeffery > ___ > /\__\ "What is the world coming to?" > \/__/ > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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