Dear Support
After exhausting the web searches for this topic and reviewing previous
list answers I cannot find answer to the following question:
I am using OTRS has IT Service Desk with no major problem.
Now I want to enable the use of Services and SLAs (Internal and with third
parties).
What I did was:
1. I have created different services.
2. I have created different SLAs and then I related to the corresponding
service.
3. I have enabled Customer <-> Service, the services I want to publish to
my customers,
So, when a users goes trough the customer.pl he/she is able to select the
service and SLA. Here is the first problem. They don't know nothing about
services and SLAs, so first question is: Is there any way to automatically
relate a QUEUE to a service-sla or at least automatically select the SLA
of a service (in this case only a one-to-one relationship must exist for
each service)?
Second, If I have a service named ERP and I want it to relate 3 SLAs:
ERP Service:
- SLA Internal - The internal SLA with the ERP Department (These are
OTRS Agents) -> Resolution rate
- SLA External - The Third parties such as consultancy services
which are not OTRS Agents (I will escalate tickets via direct mail to
them) -> Response Time
- SLA Internal Headquarters - These are company specialist from our
company's headquarters. /They use a separate OTRS implementation, so we
will forward a ticket to the corresponding system Mail Address so the
ticket can be issued to the right queue in their system) -> Resolution
rate
The problem is that the user don't know which SLA to chose. What is the
recommendation in this example?
Any ideas will be very welcome.
Thanks in advance.
Marcelo Mangiacavalli
LANXESS S.A.
E-Mail: [email protected]
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