Hi,
Need help to configure SLA per queue ,
i created a Service agreement .pm file , but i want to show only the relevant SLA when creating a ticket
Yoni
Set( %ServiceAgreements, (
Levels =>
{
‘Customer1-Minor’ => {
Response => { BusinessMinutes => 6082 },
Resolve => { BusinessMinutes => 60890, IgnoreOnStatuses => [‘stalled’] },
BusinessHours => ‘Customer1 Hours’,
},
‘Customer1-Major’ => {
Response => { RealMinutes => 460 },
Walkaround => { BusinessMinutes => 6085 },
Resolve => { RealMinutes => 60890, IgnoreOnStatuses => [‘stalled’] },
BusinessHours => ‘Customer1 Hours’,
},
‘Customer1-Critical’ => {
Resolve => { RealMinutes => 260 },
},
‘Customer1-Technical Query’ => {
Response => { BusinessMinutes => 6082 },
Resolve => { BusinessMinutes => 608144, IgnoreOnStatuses => [‘stalled’] },
BusinessHours => ‘Customer1 Hours’,
},
‘Customer2-Minor’ => {
Response => { BusinessMinutes => 6084 },
Resolve => { BusinessMinutes => 60890, IgnoreOnStatuses => [‘stalled’] },
BusinessHours => ‘Customer2 Hours’,
},
‘Customer2-Major’ => {
Response => { RealMinutes => 460 },
Walkaround => { BusinessMinutes => 6085 },
Resolve => { RealMinutes => 60890, IgnoreOnStatuses => [‘stalled’] },
BusinessHours => ‘Customer2 Hours’,
},
‘Customer2-Critical’ => {
Resolve => { RealMinutes => 260 },
},
‘Customer2-Technical Query’ => {
Response => { BusinessMinutes => 6082 },
Resolve => { BusinessMinutes => 608144, IgnoreOnStatuses => [‘stalled’] },
BusinessHours => ‘Customer2 Hours’,
},
},
QueueDefault => {
‘Customer1’ => ‘Customer1-Minor’,
‘Customer2’ => ‘Customer2-Minor’,
},
));
Set( %ServiceBusinessHours, (
‘Customer1 Hours’ => {
1 => { Name => ‘Sunday’, Start => ‘9:00’, End => ‘18:00’ },
2 => { Name => ‘Monday’, Start => ‘9:00’, End => ‘18:00’ },
3 => { Name => ‘Tuesday’, Start => ‘9:00’, End => ‘18:00’ },
4 => { Name => ‘Wednesday’, Start => ‘9:00’, End => ‘18:00’ },
5 => { Name => ‘Thursday’, Start => ‘9:00’, End => ‘18:00’ },
},
‘Customer2 Hours’ => {
1 => { Name => ‘Sunday’, Start => ‘10:00’, End => ‘18:00’ },
2 => { Name => ‘Monday’, Start => ‘10:00’, End => ‘18:00’ },
3 => { Name => ‘Tuesday’, Start => ‘10:00’, End => ‘18:00’ },
4 => { Name => ‘Wednesday’, Start => ‘10:00’, End => ‘18:00’ },
5 => { Name => ‘Thursday’, Start => ‘10:00’, End => ‘18:00’ },
},
));