What do you want to call? Duplicate values in the SLA CF. If you want to allow staffs to change service level of a ticket then give them right to change the field. That's it and all is well described in the doc.
On Mon, Apr 27, 2009 at 1:14 PM, Simon Dray <[email protected]> wrote: > 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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [email protected] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
