Hi all If using the RT::Extension::SLA module with Response, KeepInLoop and Resolve in a single SLA definition, is there any way for privileged users to see what action is required to satisfy the SLA?
In particular, can they tell if they just need to reply to a ticket, or if the ticket must be resolved/stalled (or the SLA changed)? For usability reasons I'm looking for a non-intrusive way to show staff what the Due deadline means, whether it's "Must resolve/escalate/de prioritise by this time" or "Must reply to customer by this time". Currently I don't see any way to do it without patching the SLA module to add private explanatory comments when it changes the due date, which would be a very spammy solution. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
