somethink like SLA ,if occur too many tickets on customer

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naimson
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somethink like SLA ,if occur too many tickets on customer

Postby naimson » 24 Oct 2017, 13:10

Is there anything like SLA(sla time reminder alert) which occur if on a customer or agent opening tickets more than N ( for example 2 ) ?

root
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Re: somethink like SLA ,if occur too many tickets on customer

Postby root » 24 Oct 2017, 16:23

Hi,

AFAIK: no

- Roy
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naimson
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Re: somethink like SLA ,if occur too many tickets on customer

Postby naimson » 25 Oct 2017, 14:59

root wrote:Hi,

AFAIK: no

- Roy


Thanks for your response. I have an idea how to do this ( Checking a last tickets open date) by which is a proper way to integrate it to system :
    Making an own perl script which runs from /opt/otrs/var/cron/ as periodic task?
    Making as additional package which works as hook on ticket create(Do you know some example )?

dendocus
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Re: somethink like SLA ,if occur too many tickets on customer

Postby dendocus » 26 Oct 2017, 12:56

Hi everyone!
It maybe correctly named SLA parameter MTBF (Mean Time between Failure). This feature will be very useful. Does any one implement this?


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