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
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 r
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 nobod
> 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
