<HTML dir=ltr><HEAD><TITLE>Re: [rt-users] SLA timers?</TITLE>
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<DIV dir=ltr><FONT face=Arial color=#000000 size=2>Roy,</FONT></DIV>
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<DIV dir=ltr><FONT face=Arial size=2>Thats correct, it needs to be visable from the search pages, but also it should be able be listed in end-month stats.</FONT></DIV>
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<DIV dir=ltr><FONT face=Arial size=2>The issue, from what i can see, with the Due and DueRelative is that users seem to need to enter this manually, and as you might know aswell, people simply don't do it when they are required to fill in times and such.</FONT></DIV></DIV>
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<DIV dir=ltr>I've been searching countless hours on the wiki page, but i cannot find anything which even remotely looks like that i am searching for, and that surprises me, as i could imagen we're not the only company working with SLA timers.</DIV>
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<DIV dir=ltr>Maybe i am not looking good, so could some one point me to a script which even remotely looks a bit like what i want? Maybe from there i can do up some inspiration and find out were to begin.</DIV>
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<DIV dir=ltr>Cheers,</DIV>
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<DIV dir=ltr>Wouter<BR></DIV>
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<DIV dir=ltr><FONT face=Tahoma size=2><B>From:</B> Roy El-Hames [mailto:rfh@pipex.net]<BR><B>Sent:</B> Wed 11/21/2007 2:39 PM<BR><B>To:</B> Drew Barnes<BR><B>Cc:</B> Wouter van den Bergh; rt-users@lists.bestpractical.com<BR><B>Subject:</B> Re: [rt-users] SLA timers?<BR></FONT><BR></DIV>
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<P><FONT size=2>Wouter;<BR><BR>I am guessing you need this (how long left) visible from search pages ...<BR>I think using the Due and DueRelative should do the trick for you??<BR><BR>Roy<BR><BR>Drew Barnes wrote:<BR>> You could set up a queue for each SLA that autosets the due date with<BR>> the create scrip. The wiki has examples of a lot of scrips that should<BR>> help you cobble one together.<BR>><BR>><BR>> Wouter van den Bergh wrote:<BR>> <BR>>> Hi,<BR>>><BR>>> <BR>>><BR>>> I am wondering is its possible to create an SLA with for example 8<BR>>> hours, and that when some one creates a ticket, they select the SLA,<BR>>> and a timer go’s running with that ticket that shows how much time is<BR>>> left on working on the ticket. Is this possible in RT, and if yes, is<BR>>> there some documentation on this I can read about?<BR>>><BR>>> <BR>>><BR>>> Cheers,<BR>>><BR>>> <BR>>><BR>>> Met vriendelijke groet,<BR>>><BR>>><BR>>><BR>>> Wouter van den Bergh, Customer Support Engineer 2nd Line<BR>>><BR>>> Easynet Nederland B.V., <A href="http://www.easynet.nl/">http://www.easynet.nl</A> <<A href="http://www.easynet.nl/">http://www.easynet.nl/</A>><BR>>><BR>>> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,<BR>>> Fax: +31 (0)20 798 98 05<BR>>><BR>>><BR>>><BR>>> CSC@nl.easynet.net<BR>>><BR>>> <BR>>><BR>>> ------------------------------------------------------------------------<BR>>><BR>>> _______________________________________________<BR>>> <A href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</A><BR>>><BR>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:<BR>>><BR>>> If you sign up for a new RT support contract before December 31, we'll take<BR>>> up to 20 percent off the price. This sale won't last long, so get in touch today.<BR>>> Email us at sales@bestpractical.com or call us at +1 617 812 0745.<BR>>><BR>>><BR>>> Community help: <A href="http://wiki.bestpractical.com/">http://wiki.bestpractical.com</A><BR>>> Commercial support: sales@bestpractical.com<BR>>><BR>>><BR>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<BR>>> Buy a copy at <A href="http://rtbook.bestpractical.com/">http://rtbook.bestpractical.com</A><BR>>> <BR>> _______________________________________________<BR>> <A href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</A><BR>><BR>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:<BR>><BR>> If you sign up for a new RT support contract before December 31, we'll take<BR>> up to 20 percent off the price. This sale won't last long, so get in touch today.<BR>> Email us at sales@bestpractical.com or call us at +1 617 812 0745.<BR>><BR>><BR>> Community help: <A href="http://wiki.bestpractical.com/">http://wiki.bestpractical.com</A><BR>> Commercial support: sales@bestpractical.com<BR>><BR>><BR>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<BR>> Buy a copy at <A href="http://rtbook.bestpractical.com/">http://rtbook.bestpractical.com</A><BR>><BR>> <BR><BR></FONT></P></DIV></BODY></HTML>