Priority to SLA

saint42

Hi all - I used osTicket a very long time ago. I had to step away from it because of the lake of relationship between ticket priority and SLA. I cannot stand the software I'm using now, and I'm back on the design board, thinking about osTicket or HESK. My real issue is that we have 5 priorities:

PRIORITY 1 (P1)
Complete system down: client is unable to operate.
PRIORITY 2 (P2)
Major component down: Some aspect of the system is working, but there is a major problem.
PRIORITY 3 (P3)
Core system is unaffected, but the issue is affecting normal operations.
PRIORITY 4 (P4)
The issue is an inconvenience or annoying, but there is a work around.

And each priority is linked to a different SLA:
P1 = 30min
P2 = 1hr
P3 = 3Hrs
P4 = 8hrs

Does anyone know if osTicket will have in release 2.0 anyway to link priority to SLA?
I tried different work around in my lab with osTicket and can't figure out how to get this scenario to work.

Any hint appreciated.

KevinTheJedi

saint42

You can’t directly relate priority to SLA or vice versa. That said you can utilize Ticket Filters to set explicit SLAs and priorities that override any defaults, etc.

While v2.0 may not have your desired functionality out of the gate, the new codebase will make anything possible.

Cheers.