[otrs] Reaction Times per SLA and Priority
Hello, I am currently evaluating the OTRS Help Desk functionality. During the evaluation I found that it is not possible to set Reactiontimes per SLA and Prio. E.g.: SLA Standard with Prio low: Reaction Time 4 hours between 9AM-5PM SLA Standard with Prio high: ReactionTme 1 hour between 9AM-5PM SLA Standard with Prio Emergency: Reaction Time 1 hour 24/7 Do you guys know any way to realise that? Using one combined SLA like STANDARD_LOW seems to be for me no real workaround, because it will be confusing our users while opening incidents. Hope someone can provide me here some info how this goal could be reached. Thanks in advanced! Jakob - 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
Re: [otrs] Reaction Times per SLA and Priority
Your SLA changes with your priority. Which, not really. You have three SLAs. 4 hour response, 1 hour response, and 1 hour 24/7. Priority can adjust between tickets and during tickets to sort according to which needs more immediate attention. Once the immediacy of the ticket is addressed, you can reduce priority while maintaining your SLA for that ticket. In this way, a high priority ticket can be acknowledged, triaged, and potentially reduced in priority if a bandage/workaround has been applied. The SLA stays. It needs to remain constant throughout the ticket. On Fri, Oct 17, 2014 at 12:05 PM, Jakob M wrote: > Hello, > > I am currently evaluating the OTRS Help Desk functionality. > > During the evaluation I found that it is not possible to set Reactiontimes > per SLA and Prio. > > E.g.: > > SLA Standard with Prio low: Reaction Time 4 hours between 9AM-5PM > SLA Standard with Prio high: ReactionTme 1 hour between 9AM-5PM > SLA Standard with Prio Emergency: Reaction Time 1 hour 24/7 > > > Do you guys know any way to realise that? Using one combined SLA like > STANDARD_LOW seems to be for me no real workaround, because it will be > confusing our users while opening incidents. > > Hope someone can provide me here some info how this goal could be reached. > > Thanks in advanced! > > Jakob > > - > 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
Re: [otrs] OTRS Appliance Errors
Hi Scott, I may have been unclear in my first message. What I meant was: If you don’t have a specific need for a turnkey solution, then do it yourself. Get a Linux server running and install OTRS on it. It’s not hard at all. The errors you are experiencing are not usual OTRS errors, hence nobody has helped you with them. Lars > Den 07/10/2014 kl. 15.49 skrev Scott R. Morgan : > > The TurnkeyLinux Amazon Appliance I am using is a Debian Wheezy install using > standard aptitude packages. This VM is supposed to work out of the box but > it obviously doesn’t. I am trying to stomp errors out as I see them: > In OTRS Error Log: > OTRS-CGI-10 No plain article (article id 66) in database! > and > “/etc/ssl/certs not writable!” > > Any help pointing me in the right direction to fix these would be most > appreciated > > > - - - - - - - - - - > Thank you! > > Scott R. Morgan > > > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lars > Jørgensen > Sent: Tuesday, October 07, 2014 3:21 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] OTRS Appliance Errors > > 2014-10-06 19:56 GMT+02:00 Scott R. Morgan : > I am on my second different aws OTRS appliance (previously JumpBox now > TurnkeyHub OTRS) and am still having a heck of a time getting a functional > system setup. > > Are you choosing the appliance for at specific reason? OTRS is not too hard > to get running, at least on a system supporting RPM packages. Amazon's own > AMI Linux is built on RedHat/CentOS and has the RPM system. You could be up > and running just by downloading the RPM package from otrs.com and installing > it. (As far as I remember, it's been a while). > > > Lars > > - > 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 -- Lars - 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
Re: [otrs] Notification to customer on move event
> To do what you need use Notification event and chose Customer as destination > for your especific event. That’s exactly what I did: 1. I have created a new event in "Admin -> Notifications (Event)". 2. In "Events" I have selected "TicketQueueUpdate". 3. In "Ticket Filter" I have selected the queue, that the ticket will be moved into. 4. In "Recipient" I have selected "Customer". 5. Finally, in "Notification" I have just entered "test" in both subject and text. It just doesn’t work. Does it work for you? -- Lars - 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
