SLA in automatic response

[rider641]

Hello,

I am currently testing the OTRS 3.3.6 (version Appliance in Hyper-V).
I set the services and SLAs.
Is it possible to insert a variable in the automatic response to clarify the terms of the SLA (ex : date solution = 2 days)?
If YES - what is the name of the variable?
Thank you for your help.

Cordially.

[crythias]

Short answer: No.

Medium answer: describe the SLA in the title.

Longer answer:
Kernel/System/TemplateGenerator.pm fills the information

Responses:
OTRS_CONFIG_xxx (any Config variable)
OTRS_xxx (any recipient GetUserData)
OTRS_OWNER_xxx (any owner GetUserData)
OTRS_RESPONSIBLE_xxx (any responsible GetUserData)
OTRS_Agent_xxx or OTRS_CURRENT_xxx (any current agent GetUserData)
OTRS_FIRST_NAME/OTRS_LAST_NAME (current agent)
OTRS_TICKET_
OTRS_TICKET_DynamicField_xxx (key)
OTRS_TICKET_DynamicField_xxx_Value (what's displayed)
OTRS_TICKET_ID
OTRS_TICKET_NUMBER
OTRS_QUEUE
OTRS_TICKET_QUEUE
OTRS_CUSTOMER_xxx
OTRS_CUSTOMER_BODY
OTRS_COMMENT (Customer comment?)
OTRS_CUSTOMER_EMAIL[length]
OTRS_EMAIL_DATE[length]
OTRS_CUSTOMER_REALNAME (No email address)
OTRS_CUSTOMER_DATA or OTRS_CUSTOMER_xxxx (from CustomerUserDataGet - Includes OTRS_CUSTOMER_DATA_CustomerCompanyfield if CustomerCompanySupport enabled. From what I can tell, an example is supposed to be OTRS_CUSTOMER_DATA_CustomerCompanyName or OTRS_CUSTOMER_DATA_CustomerCompanyComment)

A few thoughts on this:

• If the description of the SLA is assigned to a field that belongs to the Customer, that field can be used.
• However, as an autoresponse, if your SLA is not going to change for a Queue's autoresponse, then include its text in the AutoResponse or a reference table for the returned SLA.
• If not this as well, send the ticket to a separate SLA-specific queue that has the requisite autoresponse.
• If this is not an option, and the SLA response is time-based (a reminder of SLA after hours) viewtopic.php?f=60&t=18347 might be of interest.