SLA question

RT 3.8.2
SLA 02

Dear all

I hope someone can enlighten me on this

I have set up in my RT_Siteconfig.pm the following but am not sure how to call it when setting up a the customfield

Set(%ServiceAgreements, (

Default => ‘Info’,

QueueDefault => {

    'General' => 'Critical',

    },



    Levels => {

            'Critical' => { Response => { BusinessMinutes => 60*8*4 } },

            'Major' => { Response => { BusinessMinutes => 60*8*20 } },

            'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },

            'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },

            'Special' => {
                    'Critical' => { Response => { BusinessMinutes => 60*8*3 } },
                    'Major' => { Response => { BusinessMinutes => 60*8*10 } },
                    'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
                    'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
                    },
                    },

    )

);

I have defined a normal set of response times but I want to be able to call the one for Special in certain circumstance how do I call it in the custom field or have I misinterpreted what can be done.

Regards Simon

What do you want to call? Duplicate values in the SLA CF. If you want
to allow staffs to change service level of a ticket then give them
right to change the field. That’s it and all is well described in the
doc.On Mon, Apr 27, 2009 at 1:14 PM, Simon Dray Simon.Dray@antplc.com wrote:

RT 3.8.2

SLA 02

Dear all

I hope someone can enlighten me on this

I have set up in my RT_Siteconfig.pm the following but am not sure how to
call it when setting up a the customfield

Set(%ServiceAgreements, (

Default => ‘Info’,

QueueDefault => {

    'General' => 'Critical',



    },







    Levels => {



            'Critical' => { Response => { BusinessMinutes => 60*8*4 } },



            'Major' => { Response => { BusinessMinutes => 60*8*20 } },



            'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },



            'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },



            'Special' => {

                    'Critical' => { Response => { BusinessMinutes =>

6083 } },

                    'Major' => { Response => { BusinessMinutes =>

60810 } },

                    'Minor' => { Response=> { BusinessMinutes => 60*8*30

} },

                    'Info' => { Repsonse=> { BusinessMinutes => 60*8*30

} },

                    },

                    },



    )

);

I have defined a normal set of response times but I want to be able to call
the one for Special in certain circumstance how do I call it in the custom
field or have I misinterpreted what can be done.

Regards Simon


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.