[rt-users] Due dates

[Steven H]

Sally Ainsley wrote
> Hi
> 
> 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?
> 
> Regards
> 
> Sally
> 
> Sally Ainsley | Lifecycle Software | 
> 
> 
> -----Original Message-----
> From: rt-users [mailto:

> rt-users-bounces at .bestpractical

> ] On Behalf
> Of Steven H
> Sent: 15 April 2016 03:11
> To: 

> rt-users at .bestpractical

> 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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I'm interest in how you do this. I think it is convenient to change params
from admin control panel



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