RT::Extension::SLA RT::Extension::SLA is a Perl module with service level agreements for RT.
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RT::Extension::SLA Tags

Perl module level RT level agreements service level SLA

RT::Extension::SLA Description

RT::Extension::SLA is a Perl module with service level agreements for RT. RT::Extension::SLA is a Perl module with service level agreements for RT.CONFIGURATIONService level agreements of tickets is controlled by SLA custom field. It's created during `make initdb` step and applied globally. This CF MUST be of 'select one value' type. Values of the CF define service levels.It's possible to define different set of levels for different queues. You can create several CFs with the same name and different set of values. But if you move tickets between queues a lot then it's gonna be a problem and it's preferred to use ONE SLA custom field.There is no WebUI in the current version. Almost everything is controlled in the RT's config using option %RT::ServiceAgreements and %RT::ServiceBusinessHours. For example: %RT::ServiceAgreements = ( Default => '4h', QueueDefault => { 'Incident' => '2h', }, Levels => { '2h' => { Resolve => { RealMinutes => 60*2 } }, '4h' => { Resolve => { RealMinutes => 60*4 } }, }, );Each service level can be described using several options: StartImmediately, Resolve, Response, OutOfHours and ServiceBusinessHours. Requirements: · Perl

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