[Rtir] custom RT:SLA time?
Linda L. Julien
julien at bestpractical.com
Thu Sep 23 11:19:39 EDT 2004
david.falkenburger at rbc.com wrote:
> I think there should be a way of entering business days into the system,
> and also have a way to put in holidays, blackout days etc.
There is a way to enter business days/hour on a weeekly schedule (for
instance, Mondays 9am to 6pm, Tuesdays 10am to 5pm, etc.).
There isn't (currently) a way to enter holidays or other exceptions to
the regular schedule. This would require additional features added to
the Business::Hours module.
> Not sure what you would do if someone changes the calendar mid stream.
> Go back and recalculate all open tickets taking into account a new
> holiday day and adjust their target dates accordingly? Gets complicated.
One challenge with doing this is that some tickets' due dates might have
been manually changed, for a reason. Re-writing these due dates
probably isn't what you want, and distinguishing between due dates set
by default due dates set by the system isn't currently a feature of RTIR.
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