[rt-users] SLA timers?

[Drew Barnes]

I know you can set a default due time per queue.  I have never looked at
it based on a custom field but a scrip in TransactionBatch stage may be
able to do what you want.

Wouter van den Bergh wrote:
> Roy,
>  
> Thats correct, it needs to be visable from the search pages, but also
> it should be able be listed in end-month stats.
>  
> The issue, from what i can see, with the Due and DueRelative is that
> users seem to need to enter this manually, and as you might know
> aswell, people simply don't do it when they are required to fill in
> times and such.
>  
> I've been searching countless hours on the wiki page, but i cannot
> find anything which even remotely looks like that i am searching for,
> and that surprises me, as i could imagen we're not the only company
> working with SLA timers.
>  
> Maybe i am not looking good, so could some one point me to a script
> which even remotely looks a bit like what i want? Maybe from there i
> can do up some inspiration and find out were to begin.
>  
> Cheers,
>  
> Wouter
> ------------------------------------------------------------------------
> *From:* Roy El-Hames [mailto:rfh at pipex.net]
> *Sent:* Wed 11/21/2007 2:39 PM
> *To:* Drew Barnes
> *Cc:* Wouter van den Bergh; rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] SLA timers?
>
> Wouter;
>
> I am guessing you need this (how long left) visible from search pages ...
> I think using the Due and DueRelative should do the trick for you??
>
> Roy
>
> Drew Barnes wrote:
> > You could set up a queue for each SLA that autosets the due date with
> > the create scrip.  The wiki has examples of a lot of scrips that should
> > help you cobble one together.
> >
> >
> > Wouter van den Bergh wrote:
> >  
> >> 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/> <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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> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
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>
>
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>
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