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Hello, We are looking into implementing RT for our organization. For this to work we need to have SLA support. I found an extension for this and as I understand it an SLA is assigned based on a queue. This behavior is slightly confusing to me and I don't see how this would work. SLAs are linked to customers and when an employee from company X sends us an e-mail (where company X has a Bronze SLA) we would like RT to assign that particular SLA to the ticket. For this to work I think SLAs need to be linked to requestors or maybe groups. We then link the contact for that company to the group as requestors. I have read the page where the SLA extention is explained (http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm) but it doesn't seem to work in the way we would like. Is there perhaps a way for us to change this? --
Met vriendelijke groet / Best regards,
Vestiging Groningen
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