Add on that allows stopping SLA time in OTRS according to the state which the ticket is assigned to.
It helps the company to increase the efficiency of the ticket management
II. Supported Versions
This Add-On is supported by OTRS 4.x.x, 5.x.x
III. Installation process
After downloading and unzipping the package you have to be logged in as the OTRS Administrator. This is necessary to install the package further.
Img. 1. OTRS user logged as an Administrator.
After logging in go to the chart Admin and click it to open the Administration panel. Then go to the Ticket Settings window and find the States module. This module will allow you to add new state which is necessary for further configuration.
Then go back to the chart Admin and click it. In System Administration window find the Package Manager module at the very bottom of the Administration panel. This module allows you to update and extend your system with software packages.
Img. 2. Package Manager module inside the Administration panel.
Inside the Package Manager click on the Choose the file button inside the Actions window which you will find on the left side of the panel.
Img. 3. Choose the file button inside Package Manager.
After clicking the button there will appear a new browser window which will allow you to choose the file you want to install. After unzipping the package you should find the installation file in the path:
Choose the StopSLA-1.0.0.opm file and click open in the web browser window.
If you followed all the steps above you should now click the Install package button inside the Action window.
If you followed all the steps above you should now click on the Install package button inside the Action window.
Img. 5. Install package button.
If you see the message about OTRS Group recommendation please click Continue button.
Img. 6. OTRS recommendation verification window.
Now that you have your package installed you need to go back to the Admin panel once again.
Img. 7. OTRS user logged as an Administrator.
Now go to the chart Admin and click it to open the Administration panel. Then go to the System Administration section and find SysConfig module at the very bottom of the Administration panel. This module will allow you to update and extend your system with software configuration.
Img. 8. SysConfig module in the Administration panel.
Inside the SysConfig module click on the Navigate by selecting config groups field. Then you will see a drop-down list. From the list, you should choose the OTRS365 position. After selecting this position the Result table which is located next to the Action window will be filled with the new module. Click on the EscalationSuspend under the SUBGROUP attribute in the table.
Img. 9. Navigate by selecting config groups in the SysConfig module and the EscalationSuspend module.
In the next step, you will see a new view. This view contains the escalation states. It is possible to add a new configuration position to define a state by clicking “+” button or remove one by clicking the “-“. We strongly recommend creating new dedicated states for package usage. States listed within package configuration must be included in the system.
Img. 10. A view
containing user's escalation states.
IV. User's Guide
Now if you have all the package states and SLA time define you are now able to use the package functionality. Let’s say that you have a new ticket which is related to a certain queue and has the SLA time defined.
Img. 11. OTRS Ticket with the SLA time defined.
Now the SLA clock is ticking. Let’s say that the Customer didn’t send us enough information to solve the ticket and by the time we won’t get any further information, we don’t want the clock to tick. Thanks to the package functionality it is possible to stop the clock by setting previously configured status. You can do it while sending the message to the Customer.