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

Ruslan Zakirov ruslan.zakirov at gmail.com
Tue Feb 17 13:33:37 EST 2009


[snip]

> You just need to configure the SLA custom field in the usual way -- as a
> 'Select one value' and then add your service levels as the list of available
> options.  Now when you go to set the SLA on a ticket it should automatically
> set the 'Starts' and 'Due' dates on the ticket.  You'll need to set up
> rt-crontool
> to run at regular intervals -- given your 'System Inoperable' SLA is two
> hours,
> you'll probably need to run it more frequently than hourly.  You may want to
> Google
> for ways of supressing the rt-crontool transactions from ticket histories
> lest they
> swamp all other  transactions.

Matthew,

I don't understand why you're suggesting crontool here, can you describe?

RT::Extension::SLA shipped with pretty good scrips that can be
disabled and re-enabled to turn off or turn back on some
functionality. For example it has scrip that sets default value of the
SLA according to the config. Starts/Due dates are set by another scrip
which doesn't care when and by whom SLA CF has be changed. Such setup
allows you to disable assigning of default service level for tickets
and set them manually for every ticket (some companies may like it).

[snip]

-- 
Best regards, Ruslan.



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