[rt-users] RT::Extension::SLA Question

[Ruslan Zakirov]

As far as I recall SLA extension supports multiple business hours, so
you have to define:
    %RT::ServiceBusinessHours = (
        'Default' => {
            ... your description description ...
        },
    );

Such config allow you to define multiple business hours sets.

Values of the SLA custom field is not synced automatically with values
in the config. It's your job to add values via web UI -> Configuration
-> Custom Fields -> SLA.

As well you should grant rights on this CFs if you want people to be
able to change level of service (escalate).

On Tue, Feb 17, 2009 at 8:23 PM, Steve O'Brien <steve.obrien at hdesd.org> wrote:
> I am try to use RT to replace our current help desk system but have been
> struggling with 2 points:
>
> 1.)    We have an SLA with our customers and need to be able to incorporate
> that into our ticket system.  I have installed and begun configuring the SLA
> extension but I am not really sure if it is set up correctly here is my
> config:
>
> # Set Business Hours
>
>     %RT::ServiceBusinessHours = (
>
>         0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>
>         1 => { Name => 'Monday', Start => '07:30', End => '17:00' },
>
>         2 => { Name => 'Tuesday', Start => '07:30', End => '17:00' },
>
>         3 => { Name => 'Wednesday', Start => '07:30', End => '17:00' },
>
>         4 => { Name => 'Thursday', Start => '07:30', End => '17:00' },
>
>         5 => { Name => 'Friday', Start => '07:30', End => '17:00' },
>
>         6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>
>         holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25
> 2009-03-26 2
>
> 009-03-27)],
>
> );
>
>
>
> # RT:Extension::SLA Config
>
>     %RT::ServiceAgreements = (
>
>         Default => 'Service Impaired',
>
>         Levels => {
>
>             'System Inoperable' => { Response => { BusinessMinutes => 60*2 }
> },
>
>             'Service Impaired' => { Response => { BusinessMinutes => 60*9 }
> },
>
>             'General Inquiry' => { Response=> { BusinessMinutes => 60*27 }
> },
>
>         },
>
>     );
>
>
>
> When I create a ticket I now see a user defined field called SLA, however
> there is just one field called 'No Value' so I think I might have missed
> something.
>
> 2.)    Custom reports, I would need to be able to generate reports using the
> SLA data to tell us if we are meeting our SLA, etc.
>
>
>
>
>
> TIA,
>
> Steve
>
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-- 
Best regards, Ruslan.