> 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.
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