RT 4.4.1 Documentation
Customizing/Sla
Service Level Agreements
This is used to automate Starts
/Due
date setting. Almost everything is controlled in RT's config using %ServiceAgreements
and %ServiceBusinessHours
. Please check their documents in RT_Config.pm
for full details. This is a cookbook to give you a quick sense of how flexible and powerful RT's SLA support is.
Show me a basic config that simply works?
No problem.
Set( %ServiceAgreements, (
Default => 'standard',
Levels => {
'standard' => {
Starts => { RealMinutes => 0 },
Resolve => { RealMinutes => 8*60 },
},
'urgent' => {
Starts => { RealMinutes => 0 },
Resolve => { RealMinutes => 2*60 },
},
},
));
With this, tickets' Starts
date will be set to tickets' Created
date, and Due
date will be set to 2 or 8 hours after Created
date, based on the which SLA value ("standard" or "urgent") is chosen.
Does it support business time instead of real time?
Sure.
Set( %ServiceAgreements, (
Default => 'standard',
Levels => {
'standard' => {
Resolve => { BusinessMinutes => 4*60 },
},
},
));
You also need to define what business time is:
Set( %ServiceBusinessHours, (
'Default' => {
1 => { Name => 'Monday', Start => '9:00', End => '18:00' },
2 => { Name => 'Tuesday', Start => '9:00', End => '18:00' },
3 => { Name => 'Wednesday', Start => '9:00', End => '18:00' },
4 => { Name => 'Thursday', Start => '9:00', End => '18:00' },
5 => { Name => 'Friday', Start => '9:00', End => '18:00' },
},
);
Does business time support holidays?
Yep!
Set( %ServiceBusinessHours, (
'Default' => {
1 => { Name => 'Monday', Start => '9:00', End => '18:00' },
2 => { Name => 'Tuesday', Start => '9:00', End => '18:00' },
3 => { Name => 'Wednesday', Start => '9:00', End => '18:00' },
4 => { Name => 'Thursday', Start => '9:00', End => '18:00' },
5 => { Name => 'Friday', Start => '9:00', End => '18:00' },
holidays => [qw(01-01 12-25 2015-10-12)],
},
);
Does it support response due?
Yep. e.g.
Set( %ServiceAgreements, (
Default => 'standard',
Levels => {
'standard' => {
Starts => { RealMinutes => 0 },
Response => { RealMinutes => 8*60 },
},
},
));
With this, Due
date will be automatically unset after you reply to your clients. When your clients reply back, it'll be set to 8 hours after that.
You can define both "Response" and "Resolve" and RT will pick the one that comes earlier as the Due
date.
Could I ignore Due
date for stalled tickets?
Sure!
Set( %ServiceAgreements, (
Default => 'standard',
Levels => {
'standard' => {
Starts => { RealMinutes => 0 },
Resolve => { RealMinutes => 8*60, IgnoreOnStatuses => ['stalled'] },
},
},
));
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