服务级别协议¶
您的组织必须满足客户的时间要求。 及时的服务很重要。 必须在约定的时间内提供对问题的响应、问题的更新和解决方案。 服务人员必须收到可能的违约通知，以防止工单升级。
OTRS可以很好地满足您的需求，并提供服务水平协议（SLA）的管理。 OTRS为您提供了创建众多服务水平协议的可能性，涵盖您的所有服务和客户需求。 每个 SLA 可以涵盖多种服务，并定义服务和升级期的可用性。
使用此屏幕可向系统添加服务级别协议。 默认情况下，新的OTRS安装不包含任何服务级别协议。 服务级别协议管理屏幕位于 工单设置 组的 服务级别协议 模块中。
服务级别协议管理屏幕
参见
To use this feature, Ticket::Service must be activated in the 系统配置 under the Administration group to be selectable in the ticket screens. You may click on the link in the warning message of the notification bar to directly jump to the configuration setting.
管理服务级别协议¶
注解
添加服务级别协议要求至少将一个服务添加到系统中。 在 服务 屏幕中创建服务。
若要添加一个服务级别协议：
- 点击左侧边栏的 添加SLA 按钮。
- 填写必填字段。
- 点击 保存 按钮。
添加服务级别协议屏幕
警告
无法从系统中删除服务级别协议。 只能通过将 有效性 选项设置为 无效 或 临时无效 来停用它们。
警告
The maximum number of 50 valid service level agreements should not be exceeded. Exceeding this limit may affect the system performance.
若要编辑一个服务级别协议：
- 点击服务级别协议列表中的一个服务级别协议。
- 修改字段。
- 点击 保存 或 保存并完成 按钮。
编辑服务级别协议屏幕
注解
如果向系统添加了多个服务级别协议，请使用过滤器框通过键入要过滤的名称来查找特定的服务级别协议。
服务级别协议设置¶
添加或编辑此资源时，可以使用以下设置。 标有星号的字段是必填字段。
- SLA *
- 此资源的名称。 可以在此字段中输入任何类型的字符，包括大写字母和空格。 名称将显示在概览表中。
- 服务
- 选择要分配给此SLA的一个或多个 服务。
- 日历
Select the calendar which defines working hours for this queue.
Calendars are defined in the 系统配置 under the navigation path Core → Time. You can define up to 10 calendars, a default one and 9 additional calendars for different working days, working hours and public holidays. By default, all calendars contain the same working days, working hours and public holidays.
- 升级 - 首次响应时间（分钟数）
Defines the time span for this SLA within the defined business hours, in which an agent has to send the first reply to the customer as a visible article to a ticket created by a customer. The escalation time for the first response is cancelled as soon as the agent sends an article that is visible to the customer.
The first response time is not triggered if a ticket has been created by an agent.
Once a ticket has been escalated because of exceeding the defined time span then this ticket stays in the status escalated.
The first response time escalation notification will be sent to all agents who have selected the specific queue as preferred queue in the My Queues setting and the ticket escalation notification is enabled.
- 升级 - 更新时间（分钟数）
Defines the time span for this SLA within the defined business hours, after which the ticket will be escalated if no further articles are written. This escalation update time is reset whenever an agent writes an article that is visible to the customer user. The escalation update time is also reset when a customer user responds to an agent article for the first time. Additional articles written by the customer user do not affect the escalation update time.
The escalation notification will be sent to all agents who have selected the specific queue as preferred queue in the My Queues setting and the ticket escalation notification is enabled.
- 升级 - 解决时间（分钟数）
Sets the time span for this SLA within the defined business hours, within the ticket has to be solved. Solved means that the ticket is set to the status closed. If the ticket is not set to solved until the time span defined here is reached, the ticket escalates.
The escalation notification will be sent to all agents who have selected the specific queue as preferred queue in the My Queues setting and the ticket escalation notification is enabled.
Once resolution time escalation has been triggered for a ticket, the ticket remains escalated.
The solution time will not reset if the ticket is reopened.
注解
The escalation settings of service level agreements will overwrite the escalation settings of 队列.
- 有效性 *
- 设置此资源的有效性。 如果此字段设置为 有效，则每个资源即可仅在OTRS中使用。 将此字段设置为 无效 或 临时无效 将禁止此资源的使用。
- 注释
- 向此资源添加其它信息。 为了更清晰，建议始终将此字段填充为带有完整句子的资源描述，因为注释也将显示在概览表中。
- 对话框消息
- 如果客户在创建工单时选择此SLA（仅在外部人员界面中），则显示。