Using same levels with different businesshours and response times in SLA

RT Users
1

Hello.

Is it possible to use the same level with different businesshours and
response times for different queues?

Example:

queue A - level Urgent - BusinessHours 8x5 - Response 602
queue B - level Urgent - BusinessHours 24x7 - Response 601

We don’t want to create the same level many times (ex: Urgent_A,
Urgent_B) to reflect different attributes.

We were thinking about patching the extension to permit something like this:

%RT::ServiceAgreements = (
Default => ‘Low’,
QueueDefault => {
‘queue_A’ => ‘High’,
},
Levels => {
‘Urgent’ => {
Response => { BusinessMinutes => 604 },
},
‘Urgent’ => {
BusinessHours=‘8x5’
queue=‘queue_A’,
Response => { BusinessMinutes => 602 },
},
‘Urgent’ => {
BusinessHours=‘24x7’
queue=‘queue_B’,
Response => { BusinessMinutes => 60*1 },
},
},
);

It’s just an example and other levels, like Low and High, are not
declared to simplify the code.

What do you think about it? Any ideas?

Regards,

Marcelo H. Terres
Propus Informática LTDA
http://www.propus.com.br