Features (AddOns)

InBox EnableViewSLAByService

Version 6.1.1

Creation date 09/03/2021

Resources

The module allows the solution deadline to be displayed on the customer interface according to the child list of the configured service.

Prerequisites

Framework

The following OTRS framework versions are supported:

  • [6.x.x]

Modules

The following modules are required:

  • InBox Core 6.27.7 or superior
  • Znuny4OTRS-EscalationSuspend 6.0.0 or superior

Operational system

The following operating systems are required:

  • [none]

Third Party Software

The following third party software is required:

  • [none]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ EnableViewSLAByService 6.1.1.opm

Configuration

This module can be configured via System Configuration in the administrative interface. The following configuration options are available:

Execute Script in the Database

Add the file script_sla.sql to a folder on the server and run the command:

  • mysql otrs < script_sla.sql

EnableViewSLAByService::Core::ServiceMapping

The module displays the solution deadline according to the child list of the configured service:

EnableViewSLAByService::Core::MessageSuspender

Text configuration to be displayed when the ticket is in a state that suspends the SLA.

Use

Using the Module

After configuring the settings, in the customer interface when accessing a ticket, if it has an SLA and has a configured parent service, the SLA times according to the configuration must be presented:

If the ticket has the status set to pause the SLA (Module Znuny4OTRS-EscalationSuspend), a message defined in the configuration EnableViewSLAByService::Core::MessageSuspender will be displayed