On 15-4-2016 10:15, 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? > > Sally Now that you shouldn't have offered :-)
Could you post an example, I'm interested in something like that and I'm trying to get managment interested in changing bad habits :-) Regards, Joop --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
