What I have here is a custom field (select one value) with sla's listed,
the cf apply to all queues.
A global scrip that set the Due date based on the value of the cf sla
selected.
in most cases the sla is selected by the staff member pending on the
issue.We have some queues where sla's are assigned automatically , for
those I use the Due fields available from the Queue properties.
On the wiki there are samples and scrips on how to deal with custom
fields values in scrips, Possibly the only complication, is the business
hours part, but even that is described in the wiki as per the below.
Regards;
Roy
Wouter van den Bergh wrote:
Hi,
This comes close, but I need a few more additions.
We use different SLA's, so I will need to be able to select an SLA with a timer
configured with it. Our best SLA's are 24x7, so they don't deal with business
hours. Our other SLA's are withtin business hours, but vary from 8 hours to 48
hours, so on ticket creation I somehow need to be able to select the correct
SLA for the ticket so it loads the correct timer.
Cheers,
Met vriendelijke groet,
Wouter van den Bergh, Customer Support Engineer 2nd Line
Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>
Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05
[EMAIL PROTECTED]
________________________________
From: mhi [mailto:[EMAIL PROTECTED]
Sent: woensdag 21 november 2007 14:45
To: Wouter van den Bergh
Subject: RE: [rt-users] SLA timers?
I have set up this feature using DueDateinBusinessHours's scrip
have a look at this link
http://wiki.bestpractical.com/view/DueDateinBusinessHours
Hope this help
Marouane HIMDI
Ingénieur Docteur
QoS & Test en charges
KEREVAL
80 Avenue des Buttes de Coësmes
Immeuble Gallium 35700 Rennes - France
Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12
http://www.kereval.com <http://www.kereval.com/>
________________________________
De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Wouter van den
Bergh
Envoyé : mercredi 21 novembre 2007 12:11
À : [email protected]
Objet : [rt-users] SLA timers?
Hi,
I am wondering is its possible to create an SLA with for example 8 hours, and
that when some one creates a ticket, they select the SLA, and a timer go's
running with that ticket that shows how much time is left on working on the
ticket. Is this possible in RT, and if yes, is there some documentation on
this I can read about?
Cheers,
Met vriendelijke groet,
Wouter van den Bergh, Customer Support Engineer 2nd Line
Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>
Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05
[EMAIL PROTECTED]
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