[Rt-commit] rt branch, 4.4/sla-cookbook, created. rt-4.2.11-194-g7cbe2f8
? sunnavy
sunnavy at bestpractical.com
Fri Sep 25 11:56:49 EDT 2015
The branch, 4.4/sla-cookbook has been created
at 7cbe2f82af93b24cd9ba5f678a0592fe253321d1 (commit)
- Log -----------------------------------------------------------------
commit 7cbe2f82af93b24cd9ba5f678a0592fe253321d1
Author: sunnavy <sunnavy at bestpractical.com>
Date: Fri Sep 25 23:56:17 2015 +0800
initial sla cookbook
diff --git a/docs/customizing/sla.pod b/docs/customizing/sla.pod
new file mode 100644
index 0000000..483bbc2
--- /dev/null
+++ b/docs/customizing/sla.pod
@@ -0,0 +1,103 @@
+=head1 Service Level Agreements
+
+This is used to automate C<Starts>/C<Due> dates set. Almost everything is
+controlled in RT's config using C<%ServiceAgreements> and
+C<%ServiceBusinessHours>. Please check their documents in C<RT_Config.pm> for
+full details, here is a cookbook to give you a sense of how flexible and
+powerful it is.
+
+=head2 Show me a basic config that simply works?
+
+No problem.
+
+ Set( %ServiceAgreements, (
+ Default => 'standard',
+ Levels => {
+ 'standard' => {
+ Starts => { RealMinutes => 0 },
+ Resolve => { RealMinutes => 8*60 },
+ },
+ 'urgent' => {
+ Starts => { RealMinutes => 0 },
+ Resolve => { RealMinutes => 2*60 },
+ },
+ },
+ ));
+
+With this, tickets' C<Starts> date will be set to tickets' C<Created> date,
+and C<Due> date will be set to 2 or 8 hours after C<Created> date, based on
+the which SLA value("standard" or "urgent") is chosen.
+
+=head2 Does it support business time instead of real time?
+
+Sure. e.g.
+
+ Set( %ServiceAgreements, (
+ Default => 'standard',
+ Levels => {
+ 'standard' => {
+ Resolve => { BusinessMinutes => 4*60 },
+ },
+ },
+ ));
+
+You also need to define what business time is:
+
+ Set( %ServiceBusinessHours, (
+ 'Default' => {
+ 1 => { Name => 'Monday', Start => '9:00', End => '18:00' },
+ 2 => { Name => 'Tuesday', Start => '9:00', End => '18:00' },
+ 3 => { Name => 'Wednesday', Start => '9:00', End => '18:00' },
+ 4 => { Name => 'Thursday', Start => '9:00', End => '18:00' },
+ 5 => { Name => 'Friday', Start => '9:00', End => '18:00' },
+ },
+ );
+
+=head2 Does business time support holidays?
+
+Yep. e.g.
+
+ Set( %ServiceBusinessHours, (
+ 'Default' => {
+ 1 => { Name => 'Monday', Start => '9:00', End => '18:00' },
+ 2 => { Name => 'Tuesday', Start => '9:00', End => '18:00' },
+ 3 => { Name => 'Wednesday', Start => '9:00', End => '18:00' },
+ 4 => { Name => 'Thursday', Start => '9:00', End => '18:00' },
+ 5 => { Name => 'Friday', Start => '9:00', End => '18:00' },
+ holidays => [qw(01-01 12-25 2015-10-12)],
+ },
+ );
+
+=head2 Does it support response due?
+
+Yep. e.g.
+
+ Set( %ServiceAgreements, (
+ Default => 'standard',
+ Levels => {
+ 'standard' => {
+ Starts => { RealMinutes => 0 },
+ Response => { RealMinutes => 8*60 },
+ },
+ },
+ ));
+
+With this, C<Due> date will be automatically unset after you reply to your
+clients. When your clients reply back, it'll be set to 8 hours after that.
+
+You can define both "Response" and "Resolve" and RT will pick the one that
+comes earlier as the C<Due> date.
+
+=head2 Could I ignore C<Due> date for stalled tickets?
+
+Sure. e.g.
+
+ Set( %ServiceAgreements, (
+ Default => 'standard',
+ Levels => {
+ 'standard' => {
+ Starts => { RealMinutes => 0 },
+ Resolve => { RealMinutes => 8*60, IgnoreOnStatuses => ['stalled'] },
+ },
+ },
+ ));
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