we are using zammad 2.7.
We have organziations to whom we give support. Each organziation has a certan SLA.
So my understanding currently the SLA in zammad can be set to a ticket via a trigger.
The trigger can filter for the organziation in a new ticket and set the SLA.
With this possibility I end up doing to things when a new customer/organization subscribes:
- create the new organization in zammad
- create a new trigger, that filters for this organization and sets the SLA
So currently I need to visit two places (new customer/organization and new trigger).
I think the following would be more user frienfly
It might make sense to enhance the organization with an additional attribute (maybe with a custom attribute) like SLA.
Then I only have to configure ONE trigger one time, that puts
Organziation.SLA == ... into the certain SLA.
When now a new organization comes, I only need to do one step:
- create the new organization in zammad with a certain attribute
It would be greate if you could consider this, since it massively eases the workflows.
Thanks a lot