Le 2011-07-28 10:55, Michiel Beijen a écrit :
Hi Ugo,
On Thu, Jul 28, 2011 at 15:58, Ugo Bellavance<[email protected]> wrote:
- Have a response time associated to a priority
Only if you also select a different SLA. (this can be automated
though, just did that for a customer).
So I guess that if we don't use SLAs, we can just enable it and
createone SLA per priority?
In fact, we don't set our response time on an SLA, we want to set
it automatically only based on priority. I think your suggestion fits
the need, though.
Is it complex to automate it? GenericAgent? I wonder why GenericAgent
can't be configured to run every minyte... or when a ticket is received...
- Have a "target date" assigned manually by an agent for solution for a ticket
You could use a free time field for that.
I looked at it, but I couldn't find anything about it in the admin
manual. Can you provide me with a quick procedure to implement it?
I'm pretty sure this is done in Core::ArticleFreeText but I'm not 100%
of the meaning of the parameters.
With this info, would it be possible to have a report for:
- Tickets that do not meet the response time
- Tickets that do not meet the solution target date
Would be possible, then, yes.
BTW we're looking for customers who'd like to start working with us on
improving SLA handling; you'll get the benefit of initial involvement
with the development and the possibility to define SLA's on a much
deeper basis; after a while this would probably then become available
in next versions of OTRS. If anyone is interested, feel free to shoot
me an email.
Email sent.
Thanks,
Ugo
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