Hi Jim,<br><br>check out the extension RT::Extension::SLA... I know you said there is no set SLA on the requests, you can have it set the due date to 24hours out. If you need another date (extension of time if you will) you may have to modify the core of the code a little bit.<br>
<br>Thanks,<br>Bill<br><br><div class="gmail_quote">On Wed, Jun 2, 2010 at 12:39, Jim Tambling <span dir="ltr"><<a href="mailto:Jim.Tambling@datatote.co.uk">Jim.Tambling@datatote.co.uk</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
<div link="blue" vlink="blue" lang="EN-US">
<div>
<p class="MsoNormal"><font size="2" color="navy" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;">Hi Kenn,</span></font></p>
<p class="MsoNormal"><font size="2" color="navy" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font></p>
<p class="MsoNormal"><font size="2" color="navy" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;">Thanks for the prompt reply. I obviously
did not word my question properly. We set the ‘Due Date’ manually,
as there is no set </span></font><font size="2" color="navy" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;">SLA</span></font><font size="2" color="navy" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;"> on requests. It is the time (24hr) that the request is due that we
want to set to a default.</span></font></p>
<p class="MsoNormal"><font size="2" color="navy" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font></p>
<p class="MsoNormal"><font size="2" color="navy" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;">Regards, Jim</span></font></p><div><div></div><div class="h5">
<p class="MsoNormal"><font size="2" color="navy" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="2" face="Tahoma"><span style="font-size: 10pt; font-family: Tahoma;">-----Original Message-----<br>
<b><span style="font-weight: bold;">From:</span></b>
<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>]
<b><span style="font-weight: bold;">On Behalf Of </span></b>Kenneth Crocker<br>
<b><span style="font-weight: bold;">Sent:</span></b> </span></font><font size="2" face="Tahoma"><span style="font-size: 10pt; font-family: Tahoma;">02 June 2010</span></font><font size="2" face="Tahoma"><span style="font-size: 10pt; font-family: Tahoma;"> </span></font><font size="2" face="Tahoma"><span style="font-size: 10pt; font-family: Tahoma;">20:23</span></font><font size="2" face="Tahoma"><span style="font-size: 10pt; font-family: Tahoma;"><br>
<b><span style="font-weight: bold;">To:</span></b>
<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<b><span style="font-weight: bold;">Subject:</span></b> Re: [rt-users] Due date
default time</span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
<p class="MsoNormal" style="margin-right: 0cm; margin-bottom: 12pt; margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">Jim,<br>
<br>
There are a couple ways. You can do it by setting the basics when you configure
a Queue. There is an option in "Basics that allows you to specifiy the
numbers of days when a ticket should be due. IT displays "Requests should
be due in ____ days." Filling this out would do it for every ticket in a
specific Queue. We also have another way as an alternative. We have a CF
defined as "Need-By Date" and we have a scrip that puts that date
into the Due date as the default when it is filled out. Of course, the ticket
owner is able to change whenever they want, but it gives them an idea what the
customer wants.<br>
<br>
Hope this helps.<br>
<br>
Kenn<br>
LBNL</span></font></p>
<div>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">On </span></font>Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling <<a href="mailto:Jim.Tambling@datatote.co.uk" target="_blank">Jim.Tambling@datatote.co.uk</a>>
wrote:</p>
<div link="blue" vlink="purple">
<div>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial;">Is there a way to set a default time
for the ‘Due Date’ field?</span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial;"> </span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial;">Regards,</span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial;"> </span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial;">Jim Tambling</span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial;">Network Services</span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial;">Data Tote Ltd</span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
</div>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"><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" target="_blank">http://rtbook.bestpractical.com</a></span></font></p>
</div>
<p class="MsoNormal" style="margin-left: 36pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div></div></div>
</div>
<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" target="_blank">http://rtbook.bestpractical.com</a><br></blockquote></div><br><br clear="all"><br>-- <br>Bill Graboyes<br>