I would like to use SLA’s in a queue, but not necessarily in the generic sense where an agent is held accountable to respond to a customer in a timely manner. This is an internal queue and there is no correspondence with any external parties. The idea is to hold the responsible agent (owner) accountable with ensuring the ticket progresses according to the designed workflow in a timely fashion.
For example, if an owner doesn’t move the ticket to the next status within a certain time frame, the ticket gets reassigned to a new owner to ensure follow up on it. rtcrontool is the perfect way to perform these automated actions, however I want them to be done according to SLA Business Hours so that the ticket owners are held accountable within reason of the company’s business hours.
Running rtcrontool only during business hours doesn’t solve the issue. Say an owner has a full business day (8 hours) to change that status of a “new” ticket to “open” otherwise it is reassigned. Say the ticket comes in at 15:00 on Friday and the company Business Hours are M-F 9:00-18:00. Even if rt-crontool doesn’t run on the weekends, rt-crontool will run again at 9:00 on Monday and determine it has been over 24 hours and reassign the ticket, which is no good. I want rtcrontool to respect the SLA Business Hours and determine that only 3 business hours have passed between Friday 15:00 and Monday 9:00; the ticket would be reassigned after 8 business hours have passed, which would be Monday 15:00.
I can’t find any documentation indicating that rt-crontool has native support to respect SLA’s. I’m guessing custom conditions may need to be written for this, but that is always challenging for me. Not to say I won’t try.
Can anyone provide any suggestions or tips?
Thanks in Advance!