[rt-users] SLA timers?

Wouter van den Bergh wouter.van.den.bergh at nl.easynet.net
Wed Nov 21 09:01:56 EST 2007


Hi,

 

This comes close, but I need a few more additions.

 

We use different SLA's, so I will need to be able to select an SLA with a timer configured with it. Our best SLA's are 24x7, so they don't deal with business hours. Our other SLA's are withtin business hours, but vary from 8 hours to 48 hours, so on ticket creation I somehow need to be able to select the correct SLA for the ticket so it loads the correct timer.

 

Cheers,

 

Met vriendelijke groet, 



Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 



CSC at nl.easynet.net 

________________________________

From: mhi [mailto:marouane.himdi at kereval.com] 
Sent: woensdag 21 november 2007 14:45
To: Wouter van den Bergh
Subject: RE: [rt-users] SLA timers?

 

I have set up this feature using DueDateinBusinessHours's scrip

have a look at this link http://wiki.bestpractical.com/view/DueDateinBusinessHours

 

Hope this help

 

Marouane HIMDI
Ingénieur Docteur 
QoS & Test en charges

 

KEREVAL
80 Avenue des Buttes de Coësmes
Immeuble Gallium 35700 Rennes - France
Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12
http://www.kereval.com <http://www.kereval.com/> 

 

________________________________

De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Wouter van den Bergh
Envoyé : mercredi 21 novembre 2007 12:11
À : rt-users at lists.bestpractical.com
Objet : [rt-users] SLA timers?

Hi,

 

I am wondering is its possible to create an SLA with for example 8 hours, and that when some one creates a ticket, they select the SLA, and a timer go's running with that ticket that shows how much time is left on working on the ticket. Is this possible in RT, and if yes,  is there some documentation on this I can read about?

 

Cheers, 

 

Met vriendelijke groet, 



Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 



CSC at nl.easynet.net 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20071121/61e6ffff/attachment.htm>


More information about the rt-users mailing list