[otrs] Can we have seperate SLA(response time, update time, solution time) for each priority?

[Katta, Lokesh Katta Subramanyam]

Hi,

 

Is it possible to set SLA’s based on priority? As I can see from the documentations we can set it at the Queue level like first response time, update time and solution time.

 

But in our scenario, like for a particular category/queue the SLA will be different based on priority.

 

For eg. For Desktop Movement, if priority is critical then solution time is 1 day and if the priority is normal solution time is 1 week.

 

Is this possible?

 

Thanks in advance

Lokesh K S

 

[Jeffery Chen Fan]

priority is based on the critical and impact.
and critical is setting with services.

so, the have no SLA based priority, there only have services based priority.

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[Katta, Lokesh Katta Subramanyam]

Hi Jeffery,

 

Thanks for the answer.

There is no much documentation on setting up the service, SLA, and customizing them.

 

Moreover, we are planning to use the OTRS as a helpdesk, trouble ticket system internally. So we would not want the endusers to select the service and SLA, instead only the ticket priority. Please let me know if I can use the service and sla that can be set at the ticket/customer level in this scenario. OR is it possible to customize for our requirement?

 

If there are any links to documentation regarding the service and sla. Please point us to those links.

 

Your help is highly appreciated.

 

Thanks,

Lokesh K S

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[Leonardo Certuche]

Hi there,

here's how we've done it:

1. Define the following at /index.pl?Action=AdminGeneralCatalog
   ITSM::Core::Criticality
   ITSM::Core::Impact
   ITSM::Service::Type
   ITSM::SLA::Type
   
2. Define your Priority levels at /otrs/index.pl?Action=AdminPriority
   
3. Define your service tree at /index.pl?Action=AdminService keeping in mind that every service has a criticality (also called urgency) associated to it
4. Define your SLAs at /index.pl?Action=AdminSLA and associate them to the services you just created
5. Define how Priority will be automatically set when choosing a Service and an Impact when creating the ticket. That's done at /otrs/index.pl?Action=AdminITSMCIPAllocate
   
6. Define which users have access to which services at /index.pl?Action=AdminCustomerUserService keeping in mind that if you want offer the same services to plenty of users you'd better define in this same screen your default services
   
7. When creating a new ticket choose the Customer and the available Services (and SLAs) for him will show up. Go a little down and choose and Impact, the Priority will be automatically showed based on the definition set on #5
8. If you want to customize some of this behavior, use ACLs http://doc.otrs.org/2.4/en/html/c2064.html

Greetings,

Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certuche AT itilibre.com
www.itilibre.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia