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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Hi,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>This comes close, but I need a few more
additions.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>We use different SLA’s, so I will
need to be able to select an <st1:place w:st="on">SLA</st1:place> with a timer
configured with it. Our best <st1:place w:st="on">SLA</st1:place>’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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Cheers,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=2 color=navy face="Times New Roman"><span
lang=NL style='font-size:10.0pt;color:navy'>Met vriendelijke groet,</span></font><font
color=navy><span lang=NL style='color:navy'> <br>
<br>
<br>
<br>
</span></font><st1:PersonName w:st="on"><font size=2 color=navy><span lang=NL
style='font-size:10.0pt;color:navy'>Wouter van den Bergh</span></font></st1:PersonName><font
size=2 color=navy><span lang=NL style='font-size:10.0pt;color:navy'>, Customer
Support Engineer 2nd Line</span></font><font color=navy><span lang=NL
style='color:navy'> <br>
<br>
</span></font><font size=2 color=navy><span lang=NL style='font-size:10.0pt;
color:navy'>Easynet Nederland B.V., </span></font><font color=navy><span
style='color:navy'><a href="http://www.easynet.nl/"><span lang=NL>http://www.easynet.nl</span></a></span></font><font
color=navy><span lang=NL style='color:navy'> <br>
<br>
</span></font><font size=2 color=navy><span lang=NL style='font-size:10.0pt;
color:navy'>Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98
80, Fax: +31 (0)20 798 98 05</span></font><font color=navy><span lang=NL
style='color:navy'> <br>
<br>
<br>
<br>
</span></font><font size=2 color=navy><span lang=NL style='font-size:10.0pt;
color:navy'>CSC@nl.easynet.net</span></font><font color=navy><span lang=NL
style='color:navy'> </span></font><span lang=NL><o:p></o:p></span></p>
</div>
<div>
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face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> mhi
[mailto:marouane.himdi@kereval.com] <br>
<b><span style='font-weight:bold'>Sent:</span></b> woensdag 21 november 2007
14:45<br>
<b><span style='font-weight:bold'>To:</span></b> <st1:PersonName w:st="on">Wouter
van den Bergh</st1:PersonName><br>
<b><span style='font-weight:bold'>Subject:</span></b> RE: [rt-users] <st1:place
w:st="on">SLA</st1:place> timers?</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=blue face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:blue'>I have set up this feature using
DueDateinBusinessHours's scrip</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=2 color=blue face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:blue'>have a look at this link <a
href="http://wiki.bestpractical.com/view/DueDateinBusinessHours">http://wiki.bestpractical.com/view/DueDateinBusinessHours</a></span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=blue face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:blue'>Hope this help</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><b><font size=1 color="#b9195f" face=Verdana><span
style='font-size:7.5pt;font-family:Verdana;color:#B9195F;font-weight:bold'>Marouane
HIMDI</span></font></b><font color=blue><span style='color:blue'><br>
</span></font><strong><b><font size=1 color="#400000" face=Verdana><span
style='font-size:7.5pt;font-family:Verdana;color:#400000'>Ingénieur Docteur </span></font></b></strong><b><font
size=1 color="#400000" face=Verdana><span style='font-size:7.5pt;font-family:
Verdana;color:#400000;font-weight:bold'><br>
<strong><b><font face=Verdana><span style='font-family:Verdana'>QoS & Test
en charges<o:p></o:p></span></font></b></strong></span></font></b></p>
<p class=MsoNormal><font size=3 color=blue face="Times New Roman"><span
style='font-size:12.0pt;color:blue'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=1 color="#243b92" face=Verdana><span
style='font-size:7.5pt;font-family:Verdana;color:#243B92'>KEREVAL<br>
80 Avenue des Buttes de Coësmes<br>
Immeuble Gallium 35700 <st1:City w:st="on">Rennes</st1:City> - <st1:country-region
w:st="on"><st1:place w:st="on">France</st1:place></st1:country-region><br>
Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12<br>
</span></font><font size=1 color=blue face=Verdana><span style='font-size:7.5pt;
font-family:Verdana;color:blue'><a href="http://www.kereval.com/"
title="http://www.kereval.com">http://www.kereval.com</a></span></font><font
color=blue><span style='color:blue'><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span lang=FR style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabIndex=-1>
</span></font></div>
<p class=MsoNormal style='margin-bottom:12.0pt'><b><font size=2 face=Tahoma><span
lang=FR style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>De :</span></font></b><font
size=2 face=Tahoma><span lang=FR style='font-size:10.0pt;font-family:Tahoma'>
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b><span style='font-weight:
bold'>De la part de</span></b> <st1:PersonName w:st="on">Wouter van den Bergh</st1:PersonName><br>
<b><span style='font-weight:bold'>Envoyé :</span></b> mercredi 21 novembre
2007 12:11<br>
<b><span style='font-weight:bold'>À :</span></b>
rt-users@lists.bestpractical.com<br>
<b><span style='font-weight:bold'>Objet :</span></b> [rt-users] SLA
timers?</span></font><span lang=FR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Hi,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>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?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Cheers, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=NL
style='font-size:10.0pt'>Met vriendelijke groet,</span></font><span lang=NL> <br>
<br>
<br>
<br>
</span><st1:PersonName w:st="on"><font size=2><span lang=NL style='font-size:
10.0pt'>Wouter van den Bergh</span></font></st1:PersonName><font size=2><span
lang=NL style='font-size:10.0pt'>, Customer Support Engineer 2nd Line</span></font><span
lang=NL> <br>
<br>
</span><font size=2><span lang=NL style='font-size:10.0pt'>Easynet Nederland
B.V., </span></font><a href="http://www.easynet.nl/"><span lang=NL>http://www.easynet.nl</span></a><span
lang=NL> <br>
<br>
</span><font size=2><span lang=NL style='font-size:10.0pt'>Tel(Nationaal):
0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05</span></font><span
lang=NL> <br>
<br>
<br>
<br>
</span><font size=2><span lang=NL style='font-size:10.0pt'>CSC@nl.easynet.net</span></font><span
lang=NL> <o:p></o:p></span></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=NL
style='font-size:12.0pt'><o:p> </o:p></span></font></p>
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