SLA - Questions

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wuff343
OTRS newbie
Posts: 2
Joined: 09 Jan 2020, 14:35
OTRS Version?: 6.0
Real Name: Benedikt

SLA - Questions

Post by wuff343 »

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!

root
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Re: SLA - Questions

Post by root »

Hi,

First reaction is an outgoing phone call or a reply. Autoresponses and ticket notification are not considered as a first response.

- Roy
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wuff343
OTRS newbie
Posts: 2
Joined: 09 Jan 2020, 14:35
OTRS Version?: 6.0
Real Name: Benedikt

Re: SLA - Questions

Post by wuff343 »

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?

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