[rt-users] RT::Extension::SLA Question

[Steve O'Brien]

I am try to use RT to replace our current help desk system but have been struggling with 2 points:

1.)    We have an SLA with our customers and need to be able to incorporate that into our ticket system.  I have installed and begun configuring the SLA extension but I am not really sure if it is set up correctly here is my config:
# Set Business Hours
    %RT::ServiceBusinessHours = (
        0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
        1 => { Name => 'Monday', Start => '07:30', End => '17:00' },
        2 => { Name => 'Tuesday', Start => '07:30', End => '17:00' },
        3 => { Name => 'Wednesday', Start => '07:30', End => '17:00' },
        4 => { Name => 'Thursday', Start => '07:30', End => '17:00' },
        5 => { Name => 'Friday', Start => '07:30', End => '17:00' },
        6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
        holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25 2009-03-26 2
009-03-27)],
);

# RT:Extension::SLA Config
    %RT::ServiceAgreements = (
        Default => 'Service Impaired',
        Levels => {
            'System Inoperable' => { Response => { BusinessMinutes => 60*2 } },
            'Service Impaired' => { Response => { BusinessMinutes => 60*9 } },
            'General Inquiry' => { Response=> { BusinessMinutes => 60*27 } },
        },
    );

When I create a ticket I now see a user defined field called SLA, however there is just one field called 'No Value' so I think I might have missed something.

2.)    Custom reports, I would need to be able to generate reports using the SLA data to tell us if we are meeting our SLA, etc.


TIA,
Steve
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