SLA and time change in queue

RT Users
1

Hello guys,

First of all I would like to apologize if I am creating a duplicate post, but I am looking for this for days and I cannot find anything similar or that can be close to what I need and second I am a great beginner in RT.

Let’s go to the story:

Here at the company, I have 3 different queues: NOC, OP - IP and Eng - IP. The NOC queue, must receive the ticket and has 30 minutes to handle it, otherwise, it should be automatically escalated to the Eng - IP queue. The Eng - IP queue must handle it within 1 hour and 30 minutes, otherwise it will change the priority and go to a specific member of the queue, called Leader, also automatically.

The OP - IP queue will only be used if the ticket that the NOC received and managed to handle requires scheduling, that is, it will be done manually.

  1. I am using version 5.0;
  2. I was able to define in the SLA that the company serves 24/7.
  3. I have already created some queue sketches, but I don’t know if they are correct:
    {
    ‘DisasterScenario’ => {
    ‘BusinessHours’ => ‘AC Hours’,
    ‘Resolve’ => {
    ‘BusinessMinutes’ => 240
    },
    ‘Response’ => {
    ‘RealMinutes’ => 30
    }
    },
    ‘Engenharia - IP’ => {
    ‘BusinessHours’ => ‘AC Hours’,
    ‘Resolve’ => {
    ‘BusinessMinutes’ => 240
    },
    ‘Response’ => {
    ‘RealMinutes’ => 30
    }
    },

‘NOC’ => {
‘BusinessHours’ => ‘AC Hours’,
‘Resolve’ => {
‘BusinessMinutes’ => 240
},
‘Response’ => {
‘RealMinutes’ => 30
}
},
‘NormalScenario’ => {
‘BusinessHours’ => ‘AC Hours’,
‘Resolve’ => {
‘BusinessMinutes’ => 240
},
‘Response’ => {
‘RealMinutes’ => 30
}
},
‘Operações - IP’ => {
‘BusinessHours’ => ‘AC Hours’,
‘Resolve’ => {
‘BusinessMinutes’ => 240
},
‘Response’ => {
‘RealMinutes’ => 30
}
},
}

  1. I already thought about creating SLAs in “Disaster” and “Normal” mode, but I couldn’t fit it in my daily life.
    With that, I ask your help.
2

Is the question on if you can have multiple SLA values or are you looking to add the automation that you mentioned that handles changes priority and sets the owner

3

Hello,

Yes, I can have different SLA for queue, but I want automation, if this SLAs don’t be executed escalated ticket automatically.

4

You can use an rt-crontool that runs periodically to check due dates and and some other stuff on a ticket and escalate a ticket:

https://docs.bestpractical.com/rt/5.0.0/rt-crontool.html