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? > > Regards > > Sally > > Sally Ainsley | Lifecycle Software | > > > -----Original Message----- > From: rt-users [mailto:
> [email protected] > ] On Behalf > Of Steven H > Sent: 15 April 2016 03:11 > To: > [email protected] > Subject: [rt-users] Due dates > > I installed rt4.4.0 > > When I configure queue, there is no place to input due dates. Instead > there > are fields "Starts" and "Due" which can be fill in a date such as > "2016-04-15 00:00:00". I did a test creating a ticket, the due date is > what > I set in that fields. > > What I need is setting duedate such as 3 days after tickets created. > > I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, > But > I need set different duedates for different queues. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Washington DC - May 23 & 24, 2016 > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Washington DC - May 23 & 24, 2016 I'm interest in how you do this. I think it is convenient to change params from admin control panel -- View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61739.html Sent from the Request Tracker - User mailing list archive at Nabble.com. --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
