I followed your step to add the code, but it did not work.
1. I created custom field "SLA" and applied to queue "Queue2".
2. Update "Queue2" adding values to "SLA" these level option "level-1day",
"level-2days", "level-3days"
3. In file /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm, added:
Set(%ServiceAgreements = (
Default => 'level-1day',
QueueDefault => {
'Queue2'=> 'level-3days',
},
Levels =>
{
'level-1day' => {
Resolve => { RealMinutes => 1*24*60 } },
'level-2days' => {
Resolve => { RealMinutes => 2*24*60 } },
'level-3days' => {
Resolve => { RealMinutes => 3*24*60 } },
));
But whatever option of "SLA" I choosed, it always got the duedays
'level-3days' 3*24*60.
I do not know if I set the configuration right according to your
instruction. Please help
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