Can't make SLA work

RT Users
1

Dear all,

I put the following content in the RT_SiteConfig.pm file, but when a ticket created, I found that the “starts” and “due” values were not set. Am i doing something wrong?

Blockquote

Set( %ServiceAgreements, (
QueueDefault => {
‘General’ => ‘ResponseTime’,
},
Levels => {
‘ResponseTime’ => {
Starts => { RealMinutes => 0 },
Response => { BusinessMinutes => 2*60 },
BusinessHours => ‘Bh1’,
},
},
));

Set( %ServiceBusinessHours, (
‘Bh1’ => {
1 => { Name => ‘Monday’, Start => ‘9:00’, End => ‘20:00’ },
2 => { Name => ‘Tuesday’, Start => ‘9:00’, End => ‘20:00’ },
3 => { Name => ‘Wednesday’, Start => ‘9:00’, End => ‘20:00’ },
4 => { Name => ‘Thursday’, Start => ‘9:00’, End => ‘20:00’ },
5 => { Name => ‘Friday’, Start => ‘9:00’, End => ‘20:00’ },
6 => { Name => ‘Saturday’, Start => ‘9:00’, End => ‘17:30’ },
holidays => [qw(01-01 05-01 07-01 10-01 12-25 12-26)],
},
));

2

if you go to the admin queue page is SLA enabled?

3

Yes, the checkbox is checked.

4

I have solved the problem and can now mark the starts time according to the SLA settings.