IT Service Management

Escalation - Multiple Notify By options

As a service manager I would like to be notified during several steps of an escalation. E.g. when having a queue based escalation, I want to be notified after 30% and 50% and 90% of reaching the escalation time. So in conclusion it would be great if you could change the "Notify by" field type to multiselect except of dropdown.

Reporting and Analytics

Reports: add SLA and ticket aging reports

The following reports would be useful:

SLA Related Reports:

• Average Time to respond by Service Level (for tickets in a given date range)

• Average Time to resolve by Service Level (for tickets in a given date range)


Aging Tickets Reports:

• Count open tickets > 1 month, > 2 months, > 3 months group by company

• Count open tickets > 1 month, > 2 months, > 3 months group by queue

IT Service Management

Solution Time Clock Stop

This is essential for SLA management and I am amazed this doesn't exist, particularly when a quick google demonstrates the number of requests for this functionality. I along with many need to be able to pause or temporarily stop the solution time when a ticket is waiting customer interaction. This is particularly important when dealing with penalty clauses for missing SLA and turns the whole process into a manual one.... more »



Define working hours as time range.

In the SLA-Calendars it would be nice to to have the ability to define time ranges instead of klicking hours on or off.

That way you could define a service time from 8:15 until 17:30 with lunch break.

The data structure might look like this:

Monday = [

{ start = "8:15", end = "12:30" },

{ start = "13:00", end = "17:30" },


Tuesday ...


It would be much more flexible.


escalation on first lock

Hi everybody, many of our customers would really appreciate a further level of escalation for queues, that is: escalation on first lock. In my idea the escalation time should start as soon as the ticket is created and it should be stopped as soon as the ticket is locked the first time. Further unlock/lock operations on the same ticket should not be taken into consideration. Up till now it is not enough for an agent... more »

IT Service Management

Support SLA-Customer Company assocs, automate service assocs

To our understanding of ITIL, the SLA sits in between the customer and the service--no ticket for a service without a corresponding SLA that governs it. The OTRS model already includes the association between the SLA and the service, but otherwise associates services directly to individual customer users. A commercial extension from OTRS.com (http://www.otrs.com/solutions/subscriptions/feature-add-ons/) is available... more »

IT Service Management

SLA escalation notification to specific email



My suggestion would be to send notifications on escalated tickets to a specific email/agent as an option.


Currently it sends notifications to everyone on the queue and this is really a problem for some users.


It could also have an option to send notification only to specific type of tickets


Thank you


IT Service Management

Allow SLA-Customer association

I suggest establishing SLA-Customer associations since different customers pay for different SLAs typically, so it makes sense. The issue with the current data model is the technician or customer needs to know what SLA they have when opening a ticket, either that, or we need duplicate services on a per-SLA basis to limit the options in the drop-down list (i.e. an Internet Down service for Premium SLA and a separate Internet... more »

IT Service Management

Divide SLAs up into SLA-Template and SLA-Instance

I suggest that you split the current mechanism of SLAs up into two - Templates and Instances. We have a single mega-customer with 84 companies inside it. The SLAs cover minimum time between incidents on a per-company basis. Because of this, we need to create 84 individual SLAs per company (usually more because we want one SLA for critical issues and one SLA for non critical like printer problems). If OTRS was designed... more »