[rt-users] SLA timers?

[Roy El-Hames]

What I have here is a custom field (select one value) with sla's listed, 
the cf apply to all queues.
A global scrip that set the Due date based on the value of the cf sla 
selected.
in most cases the sla is selected by the staff member pending on the 
issue.We have some queues where sla's are assigned automatically , for 
those I use the Due fields available from the Queue properties.
On the wiki there are samples and scrips on how to deal with custom 
fields values in scrips, Possibly the only complication, is the business 
hours part, but even that is described in the wiki as per the below.

Regards;
Roy

Wouter van den Bergh wrote:
> Hi,
>
>  
>
> This comes close, but I need a few more additions.
>
>  
>
> We use different SLA's, so I will need to be able to select an SLA with a timer configured with it. Our best SLA's are 24x7, so they don't deal with business hours. Our other SLA's are withtin business hours, but vary from 8 hours to 48 hours, so on ticket creation I somehow need to be able to select the correct SLA for the ticket so it loads the correct timer.
>
>  
>
> Cheers,
>
>  
>
> Met vriendelijke groet, 
>
>
>
> Wouter van den Bergh, Customer Support Engineer 2nd Line 
>
> Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  
>
> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 
>
>
>
> CSC at nl.easynet.net 
>
> ________________________________
>
> From: mhi [mailto:marouane.himdi at kereval.com] 
> Sent: woensdag 21 november 2007 14:45
> To: Wouter van den Bergh
> Subject: RE: [rt-users] SLA timers?
>
>  
>
> I have set up this feature using DueDateinBusinessHours's scrip
>
> have a look at this link http://wiki.bestpractical.com/view/DueDateinBusinessHours
>
>  
>
> Hope this help
>
>  
>
> Marouane HIMDI
> Ingénieur Docteur 
> QoS & Test en charges
>
>  
>
> KEREVAL
> 80 Avenue des Buttes de Coësmes
> Immeuble Gallium 35700 Rennes - France
> Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12
> http://www.kereval.com <http://www.kereval.com/> 
>
>  
>
> ________________________________
>
> De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Wouter van den Bergh
> Envoyé : mercredi 21 novembre 2007 12:11
> À : rt-users at lists.bestpractical.com
> Objet : [rt-users] SLA timers?
>
> Hi,
>
>  
>
> I am wondering is its possible to create an SLA with for example 8 hours, and that when some one creates a ticket, they select the SLA, and a timer go's running with that ticket that shows how much time is left on working on the ticket. Is this possible in RT, and if yes,  is there some documentation on this I can read about?
>
>  
>
> Cheers, 
>
>  
>
> Met vriendelijke groet, 
>
>
>
> Wouter van den Bergh, Customer Support Engineer 2nd Line 
>
> Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  
>
> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 
>
>
>
> CSC at nl.easynet.net 
>
>  
>
>
>   
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