Hans Vos | Drecomm wrote:
Hi Kevin,
Thank you for your reply. I am not very happy with a solution where
people should send e-mail to different addresses depending on which
SLA they have. I just want to have our regular support@... address and
not support-bronze@... for example. This is not very customer-friendly.
So, this means that I can live with a solution where we make a group
for a particular company and a custom field for the SLA of that
company. Then assign users to that group which are the people we
communicate with. When a ticket has been created from a requestor in
that group it must be assigned the correct SLA.
I am not really sure that the SLA plugin does exactly in RT as far as
I can tell it only assigned the correct due date depending on the SLA.
Am I correct in this? Does anybody have an idea how we could implement
the assignment of SLA based on a group and a custom field for that group?
The way I want to tackle this problem is the use Assets. Define an
AssetType SLA and define a couple of SLA attributes such as how fast to
respond to which priority problem and couple that to a script. I need to
work this out but think it will give us a better SLA support then the
plugin currently can give us.
Joop
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