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</o:shapelayout></xml><![endif]--></head><body lang=FR-CH link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span lang=EN-US>I have setup the SLA extension 0.05 (Business::Hours 0.09) and works pretty well if I focus it on one single timezone but my problem is still that I have IT team in Europe (Timezone Europe/Berlin) and IT team in US (Timezone : America/Denver).<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US>At this step and moving from Mod_perl to fastcgi I’m able to set per user timezone and display the right time for EU and US associates.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US>Please find here the SLA part of my RT_SiteConfig.pm (RT 4.02):<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US>%RT::ServiceAgreements = (<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Default => 'Priority 1',<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US> QueueDefault => {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 'US_IT_Service_Center' => 'HachIT',<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Europe_IT_Service_Center' => 'Priority 1',<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Levels => {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 'HachIT' => {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> BusinessHours => 'US1',<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Response => { BusinessMinutes => 15 },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Resolve => { BusinessMinutes => 60*4 },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 'Priority 1' => {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> BusinessHours => 'Europe1',<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Response => { BusinessMinutes => 15 },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Resolve => { BusinessMinutes => 60*4 },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 'Priority 2' => {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> BusinessHours => 'Europe1',<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Response => { BusinessMinutes => 30 },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Resolve => { BusinessMinutes => 60*8*4 },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 'Priority 3' => {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> BusinessHours => 'Europe1',<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Response => { BusinessMinutes => 45 },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> Resolve => { BusinessMinutes => 60*8*20 },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US>);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US>%RT::ServiceBusinessHours = (<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 'US1' => {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 0 => { Name => 'Sunday', Start => undef, End => undef },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 1 => { Name => 'Monday', Start => '15:00', End => '23:59' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 3 => { Name => 'Wednesday', Start => '15:00', End => '23:59' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 4 => { Name => 'Thursday', Start => '15:00', End => '23:59' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 5 => { Name => 'Friday', Start => '15:00', End => '23:59' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 6 => { Name => 'Saturday', Start => undef, End => undef },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 'Europe1' => {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 0 => { Name => 'Sunday', Start => undef, End => undef },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 1 => { Name => 'Monday', Start => '07:00', End => '17:00' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 4 => { Name => 'Thursday', Start => '07:00', End => '17:00' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 5 => { Name => 'Friday', Start => '07:00', End => '17:00' },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> 6 => { Name => 'Saturday', Start => undef, End => undef },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US> },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US>);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US>I have some issue at this step that I will try to explain here:<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l2 level1 lfo2'><![if !supportLists]><span lang=EN-US style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span lang=EN-US>SLA is a global CF create during the make initdb once installing the SLA extension that means that the same CF is used for my two queue ('US_IT_Service_Center' and ‘Europe_IT_Service_Center')<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l2 level1 lfo2'><![if !supportLists]><span lang=EN-US style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span lang=EN-US>SLA CF is configured as “select one value” and get at this step three value (Priority 1 – Priority 2 and priority 3)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US>First issue : How to setup priority 1 2 and 3 based on the two different Set of Business Hours (not covered in my example of SLA setup)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US>Second issue : What are the best practice to use efficiently this SAL extension in my environment<o:p></o:p></span></p><p class=MsoNormal style='text-indent:18.0pt'><span lang=EN-US>In my example <o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l1 level1 lfo3'><![if !supportLists]><span lang=EN-US><span style='mso-list:Ignore'>-<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span lang=EN-US>US team is working from 07:00 to 17:00 (Denver time)<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l1 level1 lfo3'><![if !supportLists]><span lang=EN-US><span style='mso-list:Ignore'>-<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span lang=EN-US>EU team is working from 07:00 to 17:00 (Berlin time)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US>The only “solution” find to realize this is to fake the system for the US business hour but this is not possible if I keep the actual server timezone like this :<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US>We should cover on each side 10 hours of business hour but if you look at the example below you will see that my fake for the US1 business hours can only cover 9 hours (15:00 -> 23:59) <o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US>Thanks,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Christophe</span></b><span lang=EN-US><o:p></o:p></span></p></div><br clear=all> Please be advised that this email may contain confidential
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