[rt-users] RT Queues and SLA definitions for responding to tickets

[Aris Theocharides]

In the last few implementations of RT that I've worked on there has  
been a need to define SLAs regarding the time taken to pick up  
tickets, respond and/or resolve tickets, depending on the ticket.

The SLA's typically are different for each RT queue, and ticket  
priority. I've used a Custom Field representing the severity of the  
ticket in the SLA definitions, although generically other Custom  
Fields can also play a role in defining SLAs.

It would be ideal if RT would support the concept of presentation of  
SLA triggers in the default view based on SLA considerations as above.

I would love to hear how others manage SLAs for ticket pickup  
(ownership), and response/resolution.

Regards,

-- Aris