Hello,
we have this ServiceAgreements set on RT Version 5.0.1
Set( %ServiceAgreements,(
Levels => {
'1 - Rot (15m)' => {
Starts => { RealMinutes => 0 },
Response => { RealMinutes => 15 },
Resolve => { RealMinutes => 60 },
},
'2 - Gelb (2h)' => {
Starts => { RealMinutes => 0 },
Response => { RealMinutes => 15 },
Resolve => { BusinessMinutes => 60*2 },
},
'3 - Gruen (1d)' => {
Resolve => { BusinessMinutes => 60*9 },
BusinessHours => 'IT Office',
},
'4 - Blau (1w)' => {
Resolve => { BusinessMinutes => 60*9*5 },
BusinessHours => 'IT Office',
},
},
QueueDefault => {
'Support' => '3 - Gruen (1d)',
},
Default => '2 - Gelb (2h)',
));
If “Default” is set, every queue gets the specified SLA “2 - Gelb (2h)”.
Also the queue “Support” wich has a “QueueDefault” set, receives “2 - Gelb (2h)”
If i remove “Default” only the queue “Support” gets an SLA. Now the right one from “QueueDefault”
Should “QueueDefault” not have a higher weight than “Default”?