We want to implement the following in OTRS:
3 SLA categories with a fixed first response time. The update time and solution time should not be maintained.
In our OTRS it is set that the customer receives an email as soon as our assistant assigns the email to a processor. Does this email count as the first reaction and does it cancel the first response time in the SLA?
Would the "update time" be the right one for us?
Who gets a notification when the SLA time is exceeded? Is it possible to assign a fixed group of recipients?
Thank you very much!
SLA - Questions
Moderator: crythias
-
- Administrator
- Posts: 3934
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: SLA - Questions
Hi,
First reaction is an outgoing phone call or a reply. Autoresponses and ticket notification are not considered as a first response.
- Roy
First reaction is an outgoing phone call or a reply. Autoresponses and ticket notification are not considered as a first response.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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 ?
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 - Questions
Thanks a lot.
Is it correct that the ticket remains blocked after escalation?
Is the 1st reaction only valid by the processor or by any user?
Is it correct that the ticket remains blocked after escalation?
Is the 1st reaction only valid by the processor or by any user?