[rt-users] Question about SLA module

[Alexandre LEPREVOST]

Hello Kevin

Thank you for your different answers, unfortunately I was expecting to be
able to change the SLA name field for multiple SLA instance.

Let me explain to you quickly what I'm expecting, I'm probably confusing
something and give me an headach to myself :)

In our firm, we would like 2 queues "Support" and "Development"

Support queue should be able to set a list called "priority" (and not SLA)
with a list of several SLA (P1 to P4 - From important to not important
answer and resolve time). Development queue should be able to see an
another list called "internal" with a different list of SLA (not defined
yet). What I understand for now is different: I'm able to do a uniq list
"SLA" with multiple SLA in it.

Do you see the difference ? And I've played with the conf file and multiple
installation of the module to have 2 SLA fields but after that, everything
was dead (nothing work anymore).

Do you think that it's possible ?

I hope that you'll be able to give me a clue - After that I'll be ready to
run the project with this very important step for us !

Thank you in advance for your time
Kind regards / Cordialement

*Alexandre Leprevost*
 Project Engineer / Delivery Team


 4 rue de l´Abreuvoir
92 400 Courbevoie
France
al at efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com


2013/10/17 Kevin Falcone <falcone at bestpractical.com>

> On Thu, Oct 17, 2013 at 02:26:01PM +0200, Alexandre LEPREVOST wrote:
> >    - When I'm installing the SLA module, a custom field is create
> automatically - called [1]SLA
> >    I've changed it to something better for us : support SLA. After
> changed the value, the module
> >    doesn't work anymore. Should I do something in database ? In your
> documentation you say "This
> >    field is created during make initdb step (above) and applied
> globally" - Can you have an idea
>
> The Custom Field name in use by the module is hard coded to SLA.
> To use another name you'll need to provide a patch to make it
> flexible.
>
> >    - My second point is about multiple SLA. I would like to have 2
> different SLA - one for
> >    support, second development. Do you have any clues on how to perform
> this configuration ? To
> >    be honnest I've played with the configuration file and it was not so
> easy. I've tried to
> >    install the module 2 times and I see the SLA custom field 2 times,
> does it make sens ?
>
> It's quite possible to have different SLAs per Queue, we do, it's
> shown in the documentation.
>
> Also, in the README, where it says
>     make initdb (for the first time only)
> you ran in twice, you'll want to disable or delete the second
> extraneous SLA custom field.
>
> >    - Do you have an idea to uninstall the plugin ? In my job I need to
> document it (event I won't
> >    uninstall it for sure ;))
>
> Remove from @Plugins line, disable Scrips and Custom Fields.
>
> -kevin
>
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