Advanced StopSLA pauses the escalation time of a ticket, based on specific conditions, which are set according to ticket attributes, such as queues, states, dynamic fields etc.
II. Supported Versions
Advanced StopSLA is supported by OTRS v5x.x. and v6.x.x. Provided a new version is released within a year from purchasing one of the premium add-ons, the upgrade of a purchased one will be free of charge.
IV. User's Guide
Manual StopSLA is a process in which the user manually stops the ticket escalation times in AgentTicketZoom view. Manual StopSLA can be done only by the owner of the Ticket. For other user allowed to see the ticket the button is not visible.
*To stop the escalation, proceed as follows: 1. Create an escalated ticket and go to details view. Now you can see on the ticket’s action bar, the StopSLA. Be sure to create an escalated ticket (ticket created in queue that has set SLA time or Service + SLA).
2. Click on the StopSLA button to stop the escalation.
Now as you can see the button has changed to Resume SLA – that indicates that the Manual StopSLA process is applied. On the right side of the AgentTicketZoom in StopSLAHistory widget, a new information about manual stop has appeared.
3. Click on the Resume SLA button, the escalation time will resume. The action of resuming will be saved in ticket history as well as in StopSLA history, which will make it appear in StopSLAHistory widget.
Manual StopSLA button for a specific group only
1. Click on the Admin button and go to the SysConfig in the System Administration Module.
2. From the select list (Navigate by selecting config groups) search and select AddonsForOTRS. When the result appears select StopSLA::TicketStopSLA::MenuModule subgroup.
3. Locate the Group section and input the desired permission and group restriction in the order:
Each pair of permission and group should be divided by ';'.
The Automatic StopSLA state is the process in which based on the set of condition the ticket will stop the escalation automatically. For example, if you wish to stop the escalation in a specific state when the ticket obtains specific dynamic field etc.
The conditions for Automatic StopSLA are held in Generic Agent Module. To set the condition for Automatic StopSLA do as follows: 1. Go to the top bar and select Admin. Then, locate System Administration section and select Generic Agent Module.
2. On the list of Generic Agent jobs locate the one named: StopSLA Automatic conditions.
3. In the job edit screen leave the validity set to No for now. The two important sections are Select Tickets and Execute Custom Modules.
4 Within the Job Edit screen expand the Select Tickets section.
*Keep in mind that setting for two fields will make the ticket to fulfill both to match.
5. Now expand the Execute Custom Module section. Make sure that the field Module has the Kernel::Modules::StopSLA_GenericAgent value.
Important! Generic Agent job is not an Automatic StopSLA condition unless it has this Custom Module set. If the Custom Module is not set the job is plain Generic agent job and will not perform StopSLA actions.
6. Once you are done with that set the validity of the job to Yes and click Submit to save the changes.
7. Now on the job list, you can click Run this task button to see what tickets meet the condition to have the SLA stopped.
8. After the Run this task button is clicked the list of the tickets is displayed. You can click on the ticket number to move to the ticket details. Once you are satisfied with the condition and what tickets are affected click Run job to execute the job.
*Running the job is necessary only once, and if you wish to StopSLA of old tickets.
1. You set the conditions as above but did not run theconditionjob yet. 2. Before package installation, you had 10 tickets inPendingstate andTestingDF for StopSLAset toStop. Which means that based on the above condition they match with the job and should the SLA be stopped.
3. New tickets that you create from this point onward with statePendingandTesting DF for StopSLAdynamic field set toStopwill be automatically set toAutomatic StopSLAand have their SLA stopped.
4. You went to one of the 10 tickets created before package installation and you changed its title. This ticket also will be now changed to theStopSLAstate because you performed an action on that ticket and the job condition is valid.
5. The rest of 9 tickets will not change toStopSLAunless you go to each and change anything in them or you just run the job above.
9. Now create a new escalated ticket or change attributes of the existing one to match the condition you set above. When the ticket is in Automatic StopSLA state setting Manual StopSLA is not possible. The button Is changed to indicate the Automatic StopSLA state.
As you can see on the screen above the state and DF: StopSLA STATUS match the set condition so the ticket now has the SLA stopped. The SLA time decrease for about 4 minutes and then the Recalculation is done, and the time is increased. Below some more time passed but the escalation remains within the 4 min range:
StopSLA history widget
The Advanced StopSLA package comes with a widget that displays StopSLA actions in AgentTicketZoomView.
The widget shows the overall time of StopSLA and the history of StopSLA events. The list is sorted so the most recent event is at the top of the list. The events are divided into three types:
1. Highlighted as red – Stop events – indicate when SLA time stopped due to Manual or Automatic StopSLA.
2. Highlighted as green – Resume events – indicate when StopSLA events ended and SLA time was resumed.
3. Highlighted as blue – Information events – helpful events to have a better overview of StopSLA actions. This section shows information when the StopSLA changes from Manual → Automatic, what condition was met that made Automatic StopSLA enable.
StopSLA actions in ticket history StopSLA actions will be saved to ticket history to keep the record. The StopSLA entries are shown in Action StopSLA.
IV. Installation Process
1. After logging in, select Admin from the top bar to open the Administration Then, locate SystemAdministration (at the bottom part) and Package Manager Module.
2. Within the Package Manager Module, locate the Actions window (left side of the panel) and select Browse or Choose file depending on your browser.
3. Browse to the location where you saved the package file, highlight it and select.
4. Select Install Package, located underneath the Fileupload button.
5. A message might appear saying that the package is not verified by OTRS Group. Click Continue to install the package.
6. If all steps were correctly followed, a message regarding OTRS Premium will appear. When you see this message, select Continue. At this point, your new module has been successfully installed.