Hiwe are looking aty setting up osTicket as a replacement for our current helpdesk, and all seems to work for us apart from thew SLAs - is there a way to make an SLA active just during working hours?A lot of our contracts skip weekends etc., so a 16 working hour SLA case raised on a Friday afternoon will not expire until Tuesday afternoonThanksDave
There is currently no way to do this.
Hithanks for the reply - confirms what I had thought!Cheers
You're welcome. I personally would like SLA's to be a bit more versatile too. I'm hoping that they get revisited at some point in time in the near future, but there are things that I (and the devs) feel are much higher priority.
Yes, SLAs for us are a time to initial response. Once we have responded to the customer, the SLA is irrelevant, whether or not the case is resolved/closed. Many factors for us are beyond our control, so we cannot guarantee a fix time. :)
Yeah that's essentially what we're using them for currently. Honestly, I don't like the idea of SLA's for us, and I've been thinking about turning them back off. The only time that they have really triggered is when we're waiting to hear back from the consumer as to if what we've suggested fixed their problem, or while we are waiting for additional information from them.I'm going to close this thread also. Please feel free to start a new one if you have another question or get stuck.Thanks!
