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Hello,<br>
<br>
We are looking into implementing RT for our organization. For this
to work we need to have SLA support. I found an extension for this
and as I understand it an SLA is assigned based on a queue. This
behavior is slightly confusing to me and I don't see how this would
work.<br>
<br>
SLAs are linked to customers and when an employee from company X
sends us an e-mail (where company X has a Bronze SLA) we would like
RT to assign that particular SLA to the ticket. For this to work I
think SLAs need to be linked to requestors or maybe groups. We then
link the contact for that company to the group as requestors.<br>
<br>
I have read the page where the SLA extention is explained (<a
href="http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm">http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm</a>)
but it doesn't seem to work in the way we would like. Is there
perhaps a way for us to change this?<br>
<br>
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Hans Vos<br>
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