Assign an SLA to an organization.

gustavo

In the company we need to implement a ticket system and we are evaluating osTicket. To end the evaluation we would need to assign an SLA to the organization so when a new ticket that already has by default the SLA that was assigned to the organization is created. We were seeing if they could make creating FORMS and then assigning it to the organization but did not know how. Maybe it can not be Agradesemos if they know how you can solve this functionality. Thank you Best regards

ntozier

Organizations do not have SLAs.Tickets have SLA's. Departments have SLAs.Help topics have SLAs.

gustavo

okay As the organization (client company) with the Department relates? I comment the specific need Administratively SLA agreement with the client company (organization) and your employees send mail with the issue that owns and these are automatically created in the system shuts down. So we must quickly identify the system if a customer with SLA and such. User usually not aware of this state and on the other hand you can not let the Agents determine which type of SLA corresponds to each organization (client). Some sugerecia how this situation can be resolved with osTicket? Thank you

ntozier

What are Ticket Filters, Departments, and Help Topics?

gustavo

excuse me but I do not understand your question.

Can you explain me?

thanks

ntozier

Q: Can you explain me?A: Some sugerecia how this situation can be resolved with osTicket?with Ticket Filters, Departments, and Help Topics

gustavo

okay You may indicate an example of how pooder must be configured to see if it fits our need. In the documentation we did not find the explanation of how it should be set osTicket Thank you

ntozier

Go to Admin panel -> Manage -> Help topics. Set the SLA field.-or-Go to Admin panel -> Agents -> Departments. Choose the department you want. Set the SLA field.-or-Go to Admin panel -> Manage -> Ticket filters. Add ticket filters to do what you want... like match on domain.ext and set the SLA field.

aschulz

The post is older, but I would like to share my workaround.

First create a list of all SLAs in the admin area. The new list contains an value and description. The value is an id, later needed. The description is shown in dropdown field. The list contains one entry for every SLA.
We've six SLA types. So I set for value one to six.

Then edit the company form in admin area. In this form add a new field for the list created before.

So it's possible to assign a SLA to any company.

Next step we create filters. For every SLA Type i create one filter. The filteroption ist company/sla/level and filtervalue is the value i set in list.

In actions i assign the needed SLA and priority to tickets with the filtered value.

For example and understanding:
Listvalue 3 is set for 7/24 SLA

Filterrule is Organisation/sla/value is 3
Filteraction Ticket SLA to SLA 7/24

Hopy it helps anyone