Hi all,
i'm asking myself a simple question, which i havent been able to answer yet (i researched the forum and the internet):
Let's say we offer a simple service, with a 30 minute response time in business hours and 60 minute response time on non-business hours, weekends & holidays.
The way i see it, you can only assign ONE response time to a queue/SLA/service.
Let's say a customer writes 12 pm, i have to answer within 30 minutes. If he writes 6 pm, i have to answer him within 60 minutes.
How would i be able to tackle this problem? I'm surprised nobody had this problem before (or maybe i didnt have the right search terms).
Thanks for your help!
SLA related to Business/Non-Business Hours
Moderator: crythias
SLA related to Business/Non-Business Hours
OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging
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Re: SLA related to Business/Non-Business Hours
Hi,
time related settings for escalations configured via queue and/or SLA cover only the business hours. We have a customer with a similar requirement and solved this with custom development.
- Roy
time related settings for escalations configured via queue and/or SLA cover only the business hours. We have a customer with a similar requirement and solved this with custom development.
- Roy
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Use a test system - always.
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: SLA related to Business/Non-Business Hours
I'm really surprised not more companies have this requirement. The number of calendars and the SLAs/Services etc suggest that this would be possible out of the box.root wrote:Hi,
time related settings for escalations configured via queue and/or SLA cover only the business hours. We have a customer with a similar requirement and solved this with custom development.
- Roy
I guess my solution would now be an email filter that sets the SLA in the x-header based on time/date, which means i cannot use the comfortable calendars anymore
Thanks for your input.
OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging