[Rtir] custom RT:SLA time?

Ruediger Riediger ruediger.riediger at sun.com
Wed Sep 22 06:18:03 EDT 2004

Hello fellow CERT'lers,

SunCERT would like to set the due time of a ticket during creation to a 
more sophisticated value than "60 minutes" or "120 minutes". Currently, 
if a ticket is created in "Incident Reports", the "SetDates" scrip will 
set the due date according to the corresponding RT:SLA hash value for 
the business hours of _RTIR_SLA.

This is done via:

my $addminutes = $RT::SLA->{$sla};
my $due = $bizhours->add_seconds($date->Unix, $addminutes * 60);

Did anyone tried to have a function calculating the value for SLA 
instead of a plain value? E.g.

Full Service -> 60 min
Full Service: out of hours -> 60 min after start of next business hour
Reduced Service -> next business day, same time + 60 min

Best regards,

	Ruediger Riediger

Dr. Ruediger Riediger                   mailto:Ruediger.Riediger at Sun.com
NSG - SunCERT                                     mailto:SunCERT at Sun.com
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