[rt-users] SLA question

[Ruslan Zakirov]

What do you want to call? Duplicate values in the SLA CF. If you want
to allow staffs to change service level of a ticket then give them
right to change the field. That's it and all is well described in the
doc.

On Mon, Apr 27, 2009 at 1:14 PM, Simon Dray <Simon.Dray at antplc.com> wrote:
> RT 3.8.2
>
> SLA 02
>
>
>
> Dear all
>
>
>
> I hope someone can enlighten me on this
>
>
>
> I have set up in my RT_Siteconfig.pm the following but am not sure how to
> call it when setting up a the customfield
>
>
>
> Set(%ServiceAgreements, (
>
>
>
> Default => 'Info',
>
>
>
> QueueDefault => {
>
>
>
>         'General' => 'Critical',
>
>
>
>         },
>
>
>
>
>
>
>
>         Levels => {
>
>
>
>                 'Critical' => { Response => { BusinessMinutes => 60*8*4 } },
>
>
>
>                 'Major' => { Response => { BusinessMinutes => 60*8*20 } },
>
>
>
>                 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
>
>
>
>                 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
>
>
>
>                 'Special' => {
>
>                         'Critical' => { Response => { BusinessMinutes =>
> 60*8*3 } },
>
>                         'Major' => { Response => { BusinessMinutes =>
> 60*8*10 } },
>
>                         'Minor' => { Response=> { BusinessMinutes => 60*8*30
> } },
>
>                         'Info' => { Repsonse=> { BusinessMinutes => 60*8*30
> } },
>
>                         },
>
>                         },
>
>
>
>         )
>
>
>
> );
>
>
>
> I have defined a normal set of response times but I want to be able to call
> the one for Special in certain circumstance how do I call it in the custom
> field or have I misinterpreted what can be done.
>
>
>
>
>
>
>
>
>
> Regards Simon
>
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-- 
Best regards, Ruslan.