<div dir="ltr"><div><div><div><div>Hello Kevin<br><br>Thank you for your different answers, unfortunately I was expecting to be able to change the SLA name field for multiple SLA instance.<br><br>Let me explain to you quickly what I'm expecting, I'm probably confusing something and give me an headach to myself :)<br>
<br></div>In our firm, we would like 2 queues "Support" and "Development"<br><br></div>Support
queue should be able to set a list called "priority" (and not SLA) with a list of several SLA
(P1 to P4 - From important to not important answer and resolve time). Development queue should be
able to see an another list called "internal" with a different list of
SLA (not defined yet). What I understand for now is different: I'm able
to do a uniq list "SLA" with multiple SLA in it.<br><br></div>Do you see
the difference ? And I've played with the conf file and multiple
installation of the module to have 2 SLA fields but after that,
everything was dead (nothing work anymore).<br><br></div>Do you think that it's possible ? <br><div class="gmail_extra"><br></div><div class="gmail_extra">I hope that you'll be able to give me a clue - After that I'll be ready to run the project with this very important step for us !<br>
<br></div><div class="gmail_extra">Thank you in advance for your time<br clear="all"></div><div class="gmail_extra"><div><h4 style="font-weight:normal"><span>Kind regards </span>/ Cordialement<br><br><b>Alexandre Leprevost</b><br>
</h4>
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<br><br><div class="gmail_quote">2013/10/17 Kevin Falcone <span dir="ltr"><<a href="mailto:falcone@bestpractical.com" target="_blank">falcone@bestpractical.com</a>></span><br><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">
On Thu, Oct 17, 2013 at 02:26:01PM +0200, Alexandre LEPREVOST wrote:<br>
> - When I'm installing the SLA module, a custom field is create automatically - called [1]SLA<br>
<div class="im">> I've changed it to something better for us : support SLA. After changed the value, the module<br>
> doesn't work anymore. Should I do something in database ? In your documentation you say "This<br>
> field is created during make initdb step (above) and applied globally" - Can you have an idea<br>
<br>
</div>The Custom Field name in use by the module is hard coded to SLA.<br>
To use another name you'll need to provide a patch to make it<br>
flexible.<br>
<div class="im"><br>
> - My second point is about multiple SLA. I would like to have 2 different SLA - one for<br>
> support, second development. Do you have any clues on how to perform this configuration ? To<br>
> be honnest I've played with the configuration file and it was not so easy. I've tried to<br>
> install the module 2 times and I see the SLA custom field 2 times, does it make sens ?<br>
<br>
</div>It's quite possible to have different SLAs per Queue, we do, it's<br>
shown in the documentation.<br>
<br>
Also, in the README, where it says<br>
make initdb (for the first time only)<br>
you ran in twice, you'll want to disable or delete the second<br>
extraneous SLA custom field.<br>
<div class="im"><br>
> - Do you have an idea to uninstall the plugin ? In my job I need to document it (event I won't<br>
> uninstall it for sure ;))<br>
<br>
</div>Remove from @Plugins line, disable Scrips and Custom Fields.<br>
<span class=""><font color="#888888"><br>
-kevin<br>
</font></span></blockquote></div><br></div></div>