Hi Steve, Joop, All
This is the code we use for the SLAs - it is not perfect and took some trial
and error but it is setting appropriate due dates for us . I have had to
de-sensitise but hopefully you will be able to follow the ideas. (We have
not been able to get any sort of Stop the Clock functionality implemented -
there are some previous threads about this but we could not get any to work
- to get around this we have introduced a Custom Field called SLA note - our
managers can fill this in if the DUE DATE is passed to explain why the issue
was not resolved by the DUE DATE - not perfect solution but best we have
been able to do so far.)
We have TWO different sets of SLAS - each has different business hours.
The code below is from our Config file and shows:
a) SLA BUSINESS HOURS & HOLIDAY Definitions
b) Service Agreements: SLA Default setting - ie if a customer does not set
an SLA when entering a ticket we set a default for each queue
c) SLA Level definition - We have these level names in two different custom
fields called SLA and we apply each custom field to a different Queue - this
enable users to see the correct drop down box of SLA Level Options
Regards
Sally
Plugin(‘RT::Extension::SLA’);
%RT::ServiceBusinessHours = (
‘SET ONE BH’ => {
1 => { Name => ‘Monday’, Start => ‘8:30’, End => ‘18:00’ },
2 => { Name => ‘Tuesday’, Start => ‘8:30’, End => ‘18:00’ },
3 => { Name => ‘Wednesday’, Start => ‘8:30’, End => ‘18:00’ },
4 => { Name => ‘Thursday’, Start => ‘8:30’, End => ‘18:00’ },
5 => { Name => ‘Friday’, Start => ‘8:30’, End => ‘18:00’ },
holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},
‘SET TWO BH’ => {
1 => { Name => ‘Monday’, Start => ‘8:00’, End => ‘18:00’ },
2 => { Name => ‘Tuesday’, Start => ‘8:00’, End => ‘18:00’ },
3 => { Name => ‘Wednesday’, Start => ‘8:00’, End => ‘18:00’ },
4 => { Name => ‘Thursday’, Start => ‘8:00’, End => ‘18:00’ },
5 => { Name => ‘Friday’, Start => ‘8:00’, End => ‘18:00’ },
holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},
);
%RT::ServiceAgreements = (
Default => 'P3-Low-Major',
QueueDefault => {
'Customer One'=> 'P5- Minor (Single User)_SET ONE',
'Customer Two' => ' P4-Minor-SET2',
},
Levels =>
{
‘N/A-Info-SET ONE’ => {
BusinessHours => ‘SET ONE BH’,
Resolve => { BusinessMinutes => 60*200,
IgnoreOnStatuses => [‘stalled’], [‘Client’], [‘3rdParty’], [‘Resolved’] } },
'P5-Minor-SingleUser-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*28.5 } },
'P4-Low-MultipleUsers-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*12 } },
'P3-Medium-SignificanCustomer Four-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*8 } },
'P2-MajorFault-PartialLoss-SET ONE' =>
{ Resolve => { RealMinutes => 60*6 } },
'P1-CriticalFault -TotalLoss-SET ONE' =>
{ Resolve => { RealMinutes => 60*4 } },
#CUSTOMERTWO
'N/A-Info-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*200 } },
'P4-Minor-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*50 } },
'P3-Major-SignificanCustomer Fourpulation-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*8 } },
'P2-SevereFault-PartialLoss-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*4 } },
'P1-Critical-TotalLoss-SET2' => {
Resolve => { RealMinutes => 60*2} },
);
Sally Ainsley | Lifecycle Software | T: 01635 553427-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Steven H
Sent: 16 April 2016 00:14
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Due dates
Yes, I’d like to have some examples, please.
View this message in context:
http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61737.html
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