SLA configuration for 24h 5/7


#1

Hi,

I’m trying to set up a queue for 24hours support 5/7 (excluding week-ends).

Support follows the sun starting on monday at 7:30am GMT and ends on Saturday at 1am GMT.

  • I tickmarked the checkbox SLA Enabled under the “Basics” page for queue “priority”
  • I set-up below configuration in RT_SiteConfig.pm:

Nothing happened though - Due Date was not automatically set. Next I entered “24 hours” under Default Values => Dates => Due. This time the due date is set but does not take into account defined business hours.

Can anyone spot what I’m doing wrong or have a better way to setup a 24h 5/7 support?

Many thanks,
Sam


Set( %ServiceAgreements, (
AssumeOutsideActor => 1,
Default => ‘standard’,
QueueDefault => {
‘priority’ => ‘priority24’,
},
Levels => {
‘priority24’ => {
Response => { BusinessMinutes => 24*60, IgnoreOnStatuses => [‘stalled’] },
BusinessHours => ‘24_5’,
},
},
));

Set( %ServiceBusinessHours, (
‘24_5’ => {
1 => { Name => ‘Monday’, Start => ‘7:30’, End => ‘23:59’ },
2 => { Name => ‘Tuesday’, Start => ‘0:01’, End => ‘23:59’ },
3 => { Name => ‘Wednesday’, Start => ‘0:01’, End => ‘23:59’ },
4 => { Name => ‘Thursday’, Start => ‘0:01’, End => ‘23:59’ },
5 => { Name => ‘Friday’, Start => ‘0:01’, End => ‘23:59’ },
6 => { Name => ‘Saturday’, Start => ‘0:01’, End => ‘1:00’ },
}
));


#2

I fixed the issue adding sundae with 1 minute time - it migh also work with 0 minute but I won’t test… It is ugly but it works!

‘24_5’ => {
1 => { Name => ‘Monday’, Start => ‘7:30’, End => ‘23:59’ },
2 => { Name => ‘Tuesday’, Start => ‘0:01’, End => ‘23:59’ },
3 => { Name => ‘Wednesday’, Start => ‘0:01’, End => ‘23:59’ },
4 => { Name => ‘Thursday’, Start => ‘0:01’, End => ‘23:59’ },
5 => { Name => ‘Friday’, Start => ‘0:01’, End => ‘23:59’ },
6 => { Name => ‘Saturday’, Start => ‘0:01’, End => ‘1:00’ },
7 => { Name => ‘Sundae’, Start => ‘0:01’, End => ‘0:02’ },
}