Hi Andreas, I have a single queue for support, I have debated creating multiple queues and attaching a different SLA to each one but I really don't want to implement that type of mess. Similarly for services, we are a VAR, products/services/customers come and go frequently and it's administration that someone will have to do to update customers as to what services they are part of, I don't want that mess either. We also don't use ticket types, no need for it. And unless something has changed in 3.2 (we are still on 3.1) the system doesn't seem to allow you to implement multiple SLAs (which I could then set via GenericAgent against priority) without the activation of services (navigating to SLA Management displays the error "Please activate Service first!"). If you can actually define the SLA and attach them to tickets without enabling services then this would work for us, but I haven't tried because of the activate services error.
I just want the ability to have an SLA triggered on a priority, otherwise I really don't see the point of priorities in OTRS if you have to link them to services to actually make them work. As for how we use it, we want to use it in the most simplest way possible that is flexible to change, and as for the "use it in a very different way" comment, if there was actually some documentation on how to use OTRS "properly" then that might solve that issue, but I'm yet to see that type of documentation. I find OTRS, on the whole, very inflexible, if you create something you are really stuck with it, you can mark it as "invalid" but I don't like that, it carries too much crud in the system which just builds up over time. And if I'm honest it's things like this which has made me start to evaluate other ticketing systems again, including non-OSS, I don't really want to drop OTRS as it does work (and I've been using it since ~2006), but it is lacking in "simple" functions to enhance our support, lots of stuff if you have the time to implement and maintain but I need a solution that is low maintenance and "just works". Steve On 10 March 2013 09:58, Andreas Bender <andreas.ben...@otrs.com> wrote: >> Hi, >> >> If you have just One SLA for a Queue, I would ask: Is your Queue structure >> splitted in the meaning of a Service? >> I would use a Queue as a Team of people with special knowledge like "1st >> Level Support", "Infrastructure" or "Developement" and Sub-Queues for a >> better organization. A Service is something like "MS Support", "Order >> Hardware" or "Network"... Subservices like "Excel", "Word", "Order Dell", " >> Order HP" or "Firewall" >> >> Maybe you take again a look at the Service Feature. >> There is a criticality-Impact-Priority-matrix, which you can use to get the >> right prio for your Ticket. >> >> workaround, if you still think Service is'nt working for you: >> Create a genericAgentJob which set the right SLA depending on >> Type(optional), Queue and Prio. This job should run every 10 minute, every >> day and every hour. >> >> Bad workaround: dont use the priority-field for prio, use the Services as >> prio and you can easily link the SLA. (Optional: create a genericAgentJob, >> which sets the prio for you, that you dont lose the colors...if its >> necessary.) >> >> But to be honest, maybe you take again a look at the concept of a Queue and >> a Service in Otrs... >> Your request to link a prio to a SLA, sounds like that you guys use it in a >> very different way. ;-) >> >> Cheers >> >> >> >> >> >> >> Am 10.03.2013 um 09:28 schrieb Steven Carr <sjc...@gmail.com>: >> >>> AFAIK you can't, but this is something I wish they would fix/add. I >>> don't implement services (and don't want to) and just have the one >>> standard SLA against the queue, but it would be much better to attach >>> SLAs to priorities. >>> >>> Steve >>> >>> >>> On 10 March 2013 06:57, Yousef Hamad <yha...@aspire-infotech.net> wrote: >>>> Hi steve, >>>> >>>> How can I link SLA to Priority Not to Service . >>>> >>>> Thanks. >>>> Yousef. >>> --------------------------------------------------------------------- >>> 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
