[rt-users] Question about SLA module

[Alexandre LEPREVOST]

Thank you Kevin

I see what you mean but do you have a quick example of configuration file
for this ? I'm not asking a full configuration file in detail, but just a
very basic one (pseudo code should be enough for sure).

My probleme is to translate what I would like in this conf file. But I
understand what you mean and it should be enough for us If I succeed to do
that.

Thank you Kevin for your nice support
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


2013/10/18 Kevin Falcone <falcone at bestpractical.com>

> On Fri, Oct 18, 2013 at 02:00:27PM +0200, Alexandre LEPREVOST wrote:
> >    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).
>
> You can have two SLA fields, but they must be Queue level, not global.
> One applied to each of your queues, each with a different set of
> values, then set your configuration appropriately.
>
> You still cannot rename the SLA custom field.
>
> -kevin
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20131018/0a3fc905/attachment.htm>