[rt-users] Due dates

Sally Ainsley sally.ainsley at lifecycle-software.com
Fri Apr 15 04:15:51 EDT 2016


We have managed this by setting up different SLAs for different queues.

It was really fiddly and took lots of trial and error but we now have 5
different sets of SLAS - we have default 1 and default 2 which apply to the
majority of our Queues and then I have 3 bespoke ones.  

Each SLA set has a different set of "business hours" and 4 or 5 SLA levels.

Each level sets a due date based on the business or real hours defined
within the SLA level.

We have 5 SLA custom fields each with the defined SLA levels -each Custom
field has to be called "SLA" but then within each we have different names
for the levels defined the thing you have to ensure is that each SLA level
has a unique name.   We define the correct SLA for each QUEUE set by
allocating the relevant SLA Custom Field.

Does that help - or do you need to see some examples?



Sally Ainsley | Lifecycle Software | 

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
Of Steven H
Sent: 15 April 2016 03:11
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Due dates

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead there
are fields "Starts" and "Due" which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
I need set different duedates for different queues.

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