You can currently only meet this requirement by assigning customer users to services - and thus also by having a different set of services per SLA.
It would require some custom code to make this automated - that can be done. In future OTRS versions I'd want this to be better - contact me if you'd like to be part of the "SLA 2.0" initiative. -- Mike On Thu, Aug 18, 2011 at 17:02, Xiaoxing Meng <xiaoxing.m...@ericsson.com> wrote: > Hi guys, > Is it possible to have the SLA set by group? I can see in OTRS the SLA can > be associated with different types of services, but what I want is that for > different group of customers, for different services, we have different SLA. > For example, > We have three customer group "Gold group", "Silver group" and "Bronze > group". > There are general service, software service, hardware service for each group > but with different SLA. > For Gold group, SLA for general service is "first response time: 240 notify > by 10%; > update time: > 360 notify by 20%; > solution time: > 720 notify by 20%" > For Silver group, SLA for general service is "first response time: 300 > notify by 10%; > update time: > 3420 notify by 20%; > solution time: > 780 notify by 20%" > …... > When the customer who belongs to Gold group is login, the services and SLAs > associated with this group will be set on the choice. > > Best regards, > Xiaoxing > > > > > --------------------------------------------------------------------- > 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 > --------------------------------------------------------------------- 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
