Hi Gerald, Thanks for the feedback, this is exactly it, if you have the specifics it would be very helpful.
Derek Kiely -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: 22 September 2012 15:16 To: User questions and discussions about OTRS. Subject: Re: [otrs] SLA tied to Priority You mean Generic Agent through the web interface ticket filter every 10,20,30,40,50,00 minutes on priority X Action set sla Y? Do you need explicit instructions on this? On Fri, Sep 21, 2012 at 7:04 PM, Derek Kiely <dki...@kemptechnologies.com> wrote: > Hi, > > I am currently looking for a way to automatically tie Priority to SLA. If I > update the priority of a ticket then I want to SLA to also be changed. Is > this possible? I have seen people mention that it can be done via > genericagent.pm does anyone have an example of how to do it this way? > > What I am trying to achieve is the following: > > Services: Standard, Premium and Premium Plus. > SLA: 1 hour update, 2 hour update, 4 hour update, 24 hour update. > > So if I have a ticket that is created by a customer with Service = Standard > and the Ticket Priority = P5 then the SLA =24 hour update, If I increase the > priority to P1 then SLA should automatically =1 hour update. > > Thanks in advance for your help. > > > Derek Kiely > > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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
