RT 3.8.2
SLA 02
Dear all
I hope someone can enlighten me on this
I have set up in my RT_Siteconfig.pm the following but am not sure how to call
it when setting up a the customfield
Set(%ServiceAgreements, (
Default => 'Info',
QueueDefault => {
'General' => 'Critical',
},
Levels => {
'Critical' => { Response => { BusinessMinutes => 60*8*4 } },
'Major' => { Response => { BusinessMinutes => 60*8*20 } },
'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
'Special' => {
'Critical' => { Response => { BusinessMinutes => 60*8*3
} },
'Major' => { Response => { BusinessMinutes => 60*8*10 }
},
'Minor' => { Response=> { BusinessMinutes => 60*8*30 }
},
'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
},
},
)
);
I have defined a normal set of response times but I want to be able to call the
one for Special in certain circumstance how do I call it in the custom field or
have I misinterpreted what can be done.
Regards Simon
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