If the status is "Master" each closed ticket will sent one invitation for participating the survey. There is a parameter how often the survey is sent to the same customer in case she opens tickets more frequent.
With stats "valid" no new invitations are sent out but customer can still attend already sent invitations.
sysconfig -> survey -> core
From: otrs-bounces@otrs... [mailto:otrs-bounces@otrs...] On Behalf Of Go Wow
Sent: Friday, May 23, 2008 3:12 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] What are SLA and Services?
I make some tests with Survey and I discover that is possible to
create question form's with a lot of options (yesno, multiple answer,
open answer, etc)
On Wed, May 21, 2008 at 5:57 PM, Go Wow <gowows@gmai...> wrote:
> At this point also let us know what is this survey module used for ?
> 2008/5/22 Shawn Beasley <shawn.beasley@otrs...>:
>> Craig Meirick wrote:
>> > I have been looking for an explanation to what the SLA and Service
>> > options do. I haven't
>> > been successful in finding anything in the manual or on this list.
>> > I would like to be able to understand the full functionality of OTRS and
>> > these options have
>> > been alluding me.
>> > Could anybody point me in the direction of an example of what these are
>> > used for and how to
>> > go about using them? I have been successful in how to enable them using
>> > sysconfig and
>> > found them in the admin module.
>> The quick and dirtry
>> SLAs are assigned Services
>> Customers are assigned SLAs
>> SLAs allow you to set queue independant escalation times
>> They will overide any queue limitations on:
>> First Respons
>> Usually are used to distinguish between customers (A, B, C) and thier
>> respective response times. The one that brings the money gets the service
>> Hope this helped!
>> Shawn Beasley
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