<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:x="urn:schemas-microsoft-com:office:excel" xmlns:p="urn:schemas-microsoft-com:office:powerpoint" xmlns:a="urn:schemas-microsoft-com:office:access" xmlns:dt="uuid:C2F41010-65B3-11d1-A29F-00AA00C14882" xmlns:s="uuid:BDC6E3F0-6DA3-11d1-A2A3-00AA00C14882" xmlns:rs="urn:schemas-microsoft-com:rowset" xmlns:z="#RowsetSchema" xmlns:b="urn:schemas-microsoft-com:office:publisher" xmlns:ss="urn:schemas-microsoft-com:office:spreadsheet" xmlns:c="urn:schemas-microsoft-com:office:component:spreadsheet" xmlns:odc="urn:schemas-microsoft-com:office:odc" xmlns:oa="urn:schemas-microsoft-com:office:activation" xmlns:html="http://www.w3.org/TR/REC-html40" xmlns:q="http://schemas.xmlsoap.org/soap/envelope/" xmlns:D="DAV:" xmlns:x2="http://schemas.microsoft.com/office/excel/2003/xml" xmlns:ois="http://schemas.microsoft.com/sharepoint/soap/ois/" xmlns:dir="http://schemas.microsoft.com/sharepoint/soap/directory/" xmlns:ds="http://www.w3.org/2000/09/xmldsig#" xmlns:dsp="http://schemas.microsoft.com/sharepoint/dsp" xmlns:udc="http://schemas.microsoft.com/data/udc" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:sub="http://schemas.microsoft.com/sharepoint/soap/2002/1/alerts/" xmlns:ec="http://www.w3.org/2001/04/xmlenc#" xmlns:sp="http://schemas.microsoft.com/sharepoint/" xmlns:sps="http://schemas.microsoft.com/sharepoint/soap/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:udcs="http://schemas.microsoft.com/data/udc/soap" xmlns:udcxf="http://schemas.microsoft.com/data/udc/xmlfile" xmlns:udcp2p="http://schemas.microsoft.com/data/udc/parttopart" xmlns:wf="http://schemas.microsoft.com/sharepoint/soap/workflow/" xmlns:dsss="http://schemas.microsoft.com/office/2006/digsig-setup" xmlns:dssi="http://schemas.microsoft.com/office/2006/digsig" xmlns:mdssi="http://schemas.openxmlformats.org/package/2006/digital-signature" xmlns:mver="http://schemas.openxmlformats.org/markup-compatibility/2006" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns:mrels="http://schemas.openxmlformats.org/package/2006/relationships" xmlns:spwp="http://microsoft.com/sharepoint/webpartpages" xmlns:ex12t="http://schemas.microsoft.com/exchange/services/2006/types" xmlns:ex12m="http://schemas.microsoft.com/exchange/services/2006/messages" xmlns:pptsl="http://schemas.microsoft.com/sharepoint/soap/SlideLibrary/" xmlns:spsl="http://microsoft.com/webservices/SharePointPortalServer/PublishedLinksService" xmlns:Z="urn:schemas-microsoft-com:" xmlns:st="" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv=Content-Type content="text/html; charset=us-ascii">
<meta name=Generator content="Microsoft Word 12 (filtered medium)">
<style>
<!--
/* Font Definitions */
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p.MsoListParagraph, li.MsoListParagraph, div.MsoListParagraph
{mso-style-priority:34;
margin-top:0in;
margin-right:0in;
margin-bottom:0in;
margin-left:.5in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:"Calibri","sans-serif";
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;}
@page Section1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.Section1
{page:Section1;}
/* List Definitions */
@list l0
{mso-list-id:738601499;
mso-list-type:hybrid;
mso-list-template-ids:544893352 1630831704 67698713 67698715 67698703 67698713 67698715 67698703 67698713 67698715;}
@list l0:level1
{mso-level-text:"%1\.\)";
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
ol
{margin-bottom:0in;}
ul
{margin-bottom:0in;}
-->
</style>
<!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang=EN-US link=blue vlink=purple>
<div class=Section1>
<p class=MsoNormal>I am try to use RT to replace our current help desk system
but have been struggling with 2 points:<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>1.)<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>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:<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'># Set Business Hours<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
%RT::ServiceBusinessHours = (<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
1 => { Name => 'Monday', Start => '07:30', End => '17:00' },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
2 => { Name => 'Tuesday', Start => '07:30', End => '17:00' },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
3 => { Name => 'Wednesday', Start => '07:30', End => '17:00' },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
4 => { Name => 'Thursday', Start => '07:30', End => '17:00' },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
5 => { Name => 'Friday', Start => '07:30', End => '17:00' },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25 2009-03-26 2<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>009-03-27)],<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>);<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:.5in'># RT:Extension::SLA Config<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
%RT::ServiceAgreements = (<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
Default => 'Service Impaired',<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
Levels => {<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
'System Inoperable' => { Response => { BusinessMinutes => 60*2 } },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
'Service Impaired' => { Response => { BusinessMinutes => 60*9 } },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
'General Inquiry' => { Response=> { BusinessMinutes => 60*27 } },<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'>
},<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'> );<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:.5in'>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.<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>2.)<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>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.<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.25in'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:.25in'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:.25in'>TIA,<o:p></o:p></p>
<p class=MsoNormal style='margin-left:.25in'>Steve<o:p></o:p></p>
</div>
</body>
</html>