limit tickets per customer

[pete83]

Is there a way to limit tickets per customer. We would like to limit tickets per customer for a period defined in the SLA. When a customer reaches the limit of tickets for that period we would like to see that the customer receives a message.

Is there a way to do this?

[yuri0001]

Hi!
Why do you want to do it? It's a wrong way in service mamagement.

[pete83]

I agree with you on that but I got the question of our operations department who are going to work with OTRS for support to our customers.
The reason why they want to do this is that they would like to have Service Level Agreements for our customers which contains a limit on the number of tickets they are able to create within a period.

If limiting on the number of tickets isn't possible they would like to limit on the total time spend on a customer. Maybe this is somewhat easier?

[crythias]

There are two many things that will need to be changed to make this happen, including count per SLA, reset date, resetting ticket count in case of "oops" ticket, etc.

This is not a native feature of otrs.

[pete83]

So limiting tickets per customer is difficult to realize.

But is it possible to set a limit to the time that is being spend per customer and alert about that?

[crythias]

But is it possible to set a limit to the time that is being spend per customer and alert about that?

Based upon what criteria?

[pete83]

Based on criteria defined within a SLA.

[crythias]

Let me ask the question again ...
Of what criteria would OTRS be aware that it may test against to understand the parameters of the SLA?

Or, reworded: If you could translate the grammar of the SLA into something that could be tested via a program, what fields or types of fields would hold the data?