Priority tickets

[fran]

Good morning.

First of all I would like to introduce myself, my name is Fran and I'm studying this tool with the intention of implementing it in our company, so I turn to you to see me doubts that are emerging , in advance to thank you all and hope to also work with my short experience with this tool.
My question is, How do you interact the priority of a ticket, change the order in OTRS? That is, if I open a ticket with a high priority as influence on the service if this service indicated low criticality OTRS Where I indicate that if you change the priority automatically choose a specific SLA? Is it possible to choose a certain SLA OTRS depending on the priority? And this is automatic when the client indicates the priority in the OTRS ticket automatically select a specific SLA?

Thank you very much.

Greetings.

[crythias]

No, in general priority is independently selected from SLA. You may choose to use PostMasterFilter or Generic Agent to set priority based upon SLA.

[fran]

Hello,

Thank very much for your reply. Then the priority is only information in OTRS application, sample, if the ticket is low priority, internally, application OTRS doesn´t make anything. Please, How can choose to use PostMasterfilter or Generic Agent to set priority based in SLA?

Thank you very much.