[rt-users] How to link SLAs to customer (requestors) or groups
Hans Vos | Drecomm
h.vos at drecomm.nl
Wed Sep 26 10:49:43 EDT 2012
Hello,
We are looking into implementing RT for our organization. For this to
work we need to have SLA support. I found an extension for this and as I
understand it an SLA is assigned based on a queue. This behavior is
slightly confusing to me and I don't see how this would work.
SLAs are linked to customers and when an employee from company X sends
us an e-mail (where company X has a Bronze SLA) we would like RT to
assign that particular SLA to the ticket. For this to work I think SLAs
need to be linked to requestors or maybe groups. We then link the
contact for that company to the group as requestors.
I have read the page where the SLA extention is explained
(http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm)
but it doesn't seem to work in the way we would like. Is there perhaps a
way for us to change this?
--
Met vriendelijke groet / Best regards,
Hans Vos
System Administrator
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