[rt-users] SLA timers?

[Wouter van den Bergh]

Hi,

Thanks for the reply. The issue on this solution is that we get way to
many queues. We have around 8 different SLA's, with different product
sections (queues are split up per section, data, voice, hosting, etc
etc). 

The best solution here would be if I could select a SLA, which has a
time already bound to it.

For now it would be good too if the tickets itself register times at
all, such as timestamps for ticket creation, ticket opening, ticket
resolving etc. But also this I cannot find.

Cheers,

Met vriendelijke groet, 



Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., 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 


-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: woensdag 21 november 2007 14:27
To: Wouter van den Bergh
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] SLA timers?

You could set up a queue for each SLA that autosets the due date with
the create scrip.  The wiki has examples of a lot of scrips that should
help you cobble one together.


Wouter van den Bergh wrote:
>
> 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
>
>  
>
>
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