RE: [rt-users] SLA timers?

[Wouter van den Bergh]

Hi,

Perhaps a somewhat odd question, but were is your public repository
located?

Cheers,

Met vriendelijke groet, 



Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl 

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05 



[EMAIL PROTECTED] 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of Ruslan Zakirov
Sent: woensdag 21 november 2007 21:16
To: Wouter van den Bergh
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SLA timers?

There is RT-Extension-SLA in our public repository. It's almost ready
for production, but havn't got much testing, yet. It has pretty good
documentation.

On Nov 21, 2007 2:10 PM, Wouter van den Bergh
<[EMAIL PROTECTED]> wrote:
>
>
>
>
> Hi,
>
>
>
> I am wondering is its possible to create an SLA with for example 8
hours,
> and that when some one creates a ticket, they select the SLA, and a
timer
> go's running with that ticket that shows how much time is left on
working on
> the ticket. Is this possible in RT, and if yes,  is there some
documentation
> on this I can read about?
>
>
>
> Cheers,
>
>
>
> Met vriendelijke groet,
>
>
>
>  Wouter van den Bergh, Customer Support Engineer 2nd Line
>
>  Easynet Nederland B.V., http://www.easynet.nl
>
>  Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98
80, Fax:
> +31 (0)20 798 98 05
>
>
>
>  [EMAIL PROTECTED]
>
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
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-- 
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Re: [rt-users] SLA timers?

[Joop]

Wouter van den Bergh wrote:

Hi,

 

I am wondering is its possible to create an SLA with for example 8 
hours, and that when some one creates a ticket, they select the SLA, and 
a timer go’s running with that ticket that shows how much time is left 
on working on the ticket. Is this possible in RT, and if yes,  is there 
some documentation on this I can read about?


I read all posts on this thread and it looks like you're looking at a 
variable amount of Queues and SLA's combined together.
One way of solving this might involve scrips and customfields maybe 
together with the RT extension Assets.
We use something like the above to administer how much hours are spend 
on task for clients and how much hours the have bought in advance. Hours 
booked on  a ticket are automatically  subtracted from an asset and 
through the use of customfields of that assets it will fire/set 
additional customfields, create tickets.


Joop

PS: to Wouter,

If you need to talk to someone in Dutch,  ;-)
,  about it, feel free to contact me
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Re: [rt-users] SLA timers?

[Ruslan Zakirov]

There is RT-Extension-SLA in our public repository. It's almost ready
for production, but havn't got much testing, yet. It has pretty good
documentation.

On Nov 21, 2007 2:10 PM, Wouter van den Bergh
<[EMAIL PROTECTED]> wrote:
>
>
>
>
> Hi,
>
>
>
> I am wondering is its possible to create an SLA with for example 8 hours,
> and that when some one creates a ticket, they select the SLA, and a timer
> go's running with that ticket that shows how much time is left on working on
> the ticket. Is this possible in RT, and if yes,  is there some documentation
> on this I can read about?
>
>
>
> Cheers,
>
>
>
> Met vriendelijke groet,
>
>
>
>  Wouter van den Bergh, Customer Support Engineer 2nd Line
>
>  Easynet Nederland B.V., http://www.easynet.nl
>
>  Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax:
> +31 (0)20 798 98 05
>
>
>
>  [EMAIL PROTECTED]
>
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
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> today.
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>
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>
>
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-- 
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Re: [rt-users] SLA timers?

[Drew Barnes]

I know you can set a default due time per queue.  I have never looked at
it based on a custom field but a scrip in TransactionBatch stage may be
able to do what you want.

Wouter van den Bergh wrote:
> Roy,
>  
> Thats correct, it needs to be visable from the search pages, but also
> it should be able be listed in end-month stats.
>  
> The issue, from what i can see, with the Due and DueRelative is that
> users seem to need to enter this manually, and as you might know
> aswell, people simply don't do it when they are required to fill in
> times and such.
>  
> I've been searching countless hours on the wiki page, but i cannot
> find anything which even remotely looks like that i am searching for,
> and that surprises me, as i could imagen we're not the only company
> working with SLA timers.
>  
> Maybe i am not looking good, so could some one point me to a script
> which even remotely looks a bit like what i want? Maybe from there i
> can do up some inspiration and find out were to begin.
>  
> Cheers,
>  
> Wouter
> 
> *From:* Roy El-Hames [mailto:[EMAIL PROTECTED]
> *Sent:* Wed 11/21/2007 2:39 PM
> *To:* Drew Barnes
> *Cc:* Wouter van den Bergh; rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] SLA timers?
>
> Wouter;
>
> I am guessing you need this (how long left) visible from search pages ...
> I think using the Due and DueRelative should do the trick for you??
>
> Roy
>
> Drew Barnes wrote:
> > You could set up a queue for each SLA that autosets the due date with
> > the create scrip.  The wiki has examples of a lot of scrips that should
> > help you cobble one together.
> >
> >
> > Wouter van den Bergh wrote:
> >  
> >> Hi,
> >>
> >> 
> >>
> >> I am wondering is its possible to create an SLA with for example 8
> >> hours, and that when some one creates a ticket, they select the SLA,
> >> and a timer go’s running with that ticket that shows how much time is
> >> left on working on the ticket. Is this possible in RT, and if yes,  is
> >> there some documentation on this I can read about?
> >>
> >> 
> >>
> >> Cheers,
> >>
> >> 
> >>
> >> Met vriendelijke groet,
> >>
> >>
> >>
> >> Wouter van den Bergh, Customer Support Engineer 2nd Line
> >>
> >> Easynet Nederland B.V., http://www.easynet.nl
> <http://www.easynet.nl/> <http://www.easynet.nl/>
> >>
> >> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
> >> Fax: +31 (0)20 798 98 05
> >>
> >>
> >>
> >> [EMAIL PROTECTED]
> >>
> >> 
> >>
> >>
> 
> >>
> >> ___
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> >>
> >> If you sign up for a new RT support contract before December 31,
> we'll take
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> <http://wiki.bestpractical.com/>
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> > Buy a copy at http://rtbook.bestpractical.com
> <http://rtbook.bestpractical.com/>
> >
> >  
>
> 

RE: [rt-users] SLA timers?

[Wouter van den Bergh]

Roy,
 
Thats correct, it needs to be visable from the search pages, but also it should 
be able be listed in end-month stats.
 
The issue, from what i can see, with the Due and DueRelative is that users seem 
to need to enter this manually, and as you might know aswell, people simply 
don't do it when they are required to fill in times and such.
 
I've been searching countless hours on the wiki page, but i cannot find 
anything which even remotely looks like that i am searching for, and that 
surprises me, as i could imagen we're not the only company working with SLA 
timers.
 
Maybe i am not looking good, so could some one point me to a script which even 
remotely looks a bit like what i want? Maybe from there i can do up some 
inspiration and find out were to begin.
 
Cheers,
 
Wouter



From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Wed 11/21/2007 2:39 PM
To: Drew Barnes
Cc: Wouter van den Bergh; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SLA timers?



Wouter;

I am guessing you need this (how long left) visible from search pages ...
I think using the Due and DueRelative should do the trick for you??

Roy

Drew Barnes wrote:
> You could set up a queue for each SLA that autosets the due date with
> the create scrip.  The wiki has examples of a lot of scrips that should
> help you cobble one together.
>
>
> Wouter van den Bergh wrote:
>  
>> Hi,
>>
>> 
>>
>> I am wondering is its possible to create an SLA with for example 8
>> hours, and that when some one creates a ticket, they select the SLA,
>> and a timer go's running with that ticket that shows how much time is
>> left on working on the ticket. Is this possible in RT, and if yes,  is
>> there some documentation on this I can read about?
>>
>> 
>>
>> Cheers,
>>
>> 
>>
>> Met vriendelijke groet,
>>
>>
>>
>> Wouter van den Bergh, Customer Support Engineer 2nd Line
>>
>> Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  
>> <http://www.easynet.nl/>
>>
>> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
>> Fax: +31 (0)20 798 98 05
>>
>>
>>
>> [EMAIL PROTECTED]
>>
>> 
>>
>> 
>>
>> ___
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
>> If you sign up for a new RT support contract before December 31, we'll take
>> up to 20 percent off the price. This sale won't last long, so get in touch 
>> today.
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>>
>>
>> Community help: http://wiki.bestpractical.com 
>> <http://wiki.bestpractical.com/> 
>> Commercial support: [EMAIL PROTECTED]
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com 
>> <http://rtbook.bestpractical.com/> 
>>
> ___
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>  



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Re: [rt-users] SLA timers?

[Roy El-Hames]

What I have here is a custom field (select one value) with sla's listed, 
the cf apply to all queues.
A global scrip that set the Due date based on the value of the cf sla 
selected.
in most cases the sla is selected by the staff member pending on the 
issue.We have some queues where sla's are assigned automatically , for 
those I use the Due fields available from the Queue properties.
On the wiki there are samples and scrips on how to deal with custom 
fields values in scrips, Possibly the only complication, is the business 
hours part, but even that is described in the wiki as per the below.


Regards;
Roy

Wouter van den Bergh wrote:

Hi,

 


This comes close, but I need a few more additions.

 


We use different SLA's, so I will need to be able to select an SLA with a timer 
configured with it. Our best SLA's are 24x7, so they don't deal with business 
hours. Our other SLA's are withtin business hours, but vary from 8 hours to 48 
hours, so on ticket creation I somehow need to be able to select the correct 
SLA for the ticket so it loads the correct timer.

 


Cheers,

 

Met vriendelijke groet, 




Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 




[EMAIL PROTECTED] 




From: mhi [mailto:[EMAIL PROTECTED] 
Sent: woensdag 21 november 2007 14:45

To: Wouter van den Bergh
Subject: RE: [rt-users] SLA timers?

 


I have set up this feature using DueDateinBusinessHours's scrip

have a look at this link 
http://wiki.bestpractical.com/view/DueDateinBusinessHours

 


Hope this help

 


Marouane HIMDI
Ingénieur Docteur 
QoS & Test en charges


 


KEREVAL
80 Avenue des Buttes de Coësmes
Immeuble Gallium 35700 Rennes - France
Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12
http://www.kereval.com <http://www.kereval.com/> 

 




De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Wouter van den 
Bergh
Envoyé : mercredi 21 novembre 2007 12:11
À : rt-users@lists.bestpractical.com
Objet : [rt-users] SLA timers?

Hi,

 


I am wondering is its possible to create an SLA with for example 8 hours, and 
that when some one creates a ticket, they select the SLA, and a timer go's 
running with that ticket that shows how much time is left on working on the 
ticket. Is this possible in RT, and if yes,  is there some documentation on 
this I can read about?

 

Cheers, 

 

Met vriendelijke groet, 




Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 




[EMAIL PROTECTED] 

 



  



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RE: [rt-users] SLA timers?

[Wouter van den Bergh]

Hi,

Thanks for the reply. The issue on this solution is that we get way to
many queues. We have around 8 different SLA's, with different product
sections (queues are split up per section, data, voice, hosting, etc
etc). 

The best solution here would be if I could select a SLA, which has a
time already bound to it.

For now it would be good too if the tickets itself register times at
all, such as timestamps for ticket creation, ticket opening, ticket
resolving etc. But also this I cannot find.

Cheers,

Met vriendelijke groet, 



Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl 

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05 



[EMAIL PROTECTED] 


-Original Message-
From: Drew Barnes [mailto:[EMAIL PROTECTED] 
Sent: woensdag 21 november 2007 14:27
To: Wouter van den Bergh
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SLA timers?

You could set up a queue for each SLA that autosets the due date with
the create scrip.  The wiki has examples of a lot of scrips that should
help you cobble one together.


Wouter van den Bergh wrote:
>
> Hi,
>
>  
>
> I am wondering is its possible to create an SLA with for example 8
> hours, and that when some one creates a ticket, they select the SLA,
> and a timer go's running with that ticket that shows how much time is
> left on working on the ticket. Is this possible in RT, and if yes,  is
> there some documentation on this I can read about?
>
>  
>
> Cheers,
>
>  
>
> Met vriendelijke groet,
>
>
>
> Wouter van den Bergh, Customer Support Engineer 2nd Line
>
> Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>
>
> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
> Fax: +31 (0)20 798 98 05
>
>
>
> [EMAIL PROTECTED]
>
>  
>
>

>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll
take
> up to 20 percent off the price. This sale won't last long, so get in
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>
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RE: [rt-users] SLA timers?

[Wouter van den Bergh]

Hi,

 

This comes close, but I need a few more additions.

 

We use different SLA's, so I will need to be able to select an SLA with a timer 
configured with it. Our best SLA's are 24x7, so they don't deal with business 
hours. Our other SLA's are withtin business hours, but vary from 8 hours to 48 
hours, so on ticket creation I somehow need to be able to select the correct 
SLA for the ticket so it loads the correct timer.

 

Cheers,

 

Met vriendelijke groet, 



Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 
(0)20 798 98 05 



[EMAIL PROTECTED] 



From: mhi [mailto:[EMAIL PROTECTED] 
Sent: woensdag 21 november 2007 14:45
To: Wouter van den Bergh
Subject: RE: [rt-users] SLA timers?

 

I have set up this feature using DueDateinBusinessHours's scrip

have a look at this link 
http://wiki.bestpractical.com/view/DueDateinBusinessHours

 

Hope this help

 

Marouane HIMDI
Ingénieur Docteur 
QoS & Test en charges

 

KEREVAL
80 Avenue des Buttes de Coësmes
Immeuble Gallium 35700 Rennes - France
Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12
http://www.kereval.com <http://www.kereval.com/> 

 



De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Wouter van den 
Bergh
Envoyé : mercredi 21 novembre 2007 12:11
À : rt-users@lists.bestpractical.com
Objet : [rt-users] SLA timers?

Hi,

 

I am wondering is its possible to create an SLA with for example 8 hours, and 
that when some one creates a ticket, they select the SLA, and a timer go's 
running with that ticket that shows how much time is left on working on the 
ticket. Is this possible in RT, and if yes,  is there some documentation on 
this I can read about?

 

Cheers, 

 

Met vriendelijke groet, 



Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 
(0)20 798 98 05 



[EMAIL PROTECTED] 

 

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Re: [rt-users] SLA timers?

[Roy El-Hames]

Wouter;

I am guessing you need this (how long left) visible from search pages ...
I think using the Due and DueRelative should do the trick for you??

Roy

Drew Barnes wrote:

You could set up a queue for each SLA that autosets the due date with
the create scrip.  The wiki has examples of a lot of scrips that should
help you cobble one together.


Wouter van den Bergh wrote:
  

Hi,

 


I am wondering is its possible to create an SLA with for example 8
hours, and that when some one creates a ticket, they select the SLA,
and a timer go’s running with that ticket that shows how much time is
left on working on the ticket. Is this possible in RT, and if yes,  is
there some documentation on this I can read about?

 


Cheers,

 


Met vriendelijke groet,



Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl 

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05



[EMAIL PROTECTED]

 




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Re: [rt-users] SLA timers?

[Drew Barnes]

You could set up a queue for each SLA that autosets the due date with
the create scrip.  The wiki has examples of a lot of scrips that should
help you cobble one together.


Wouter van den Bergh wrote:
>
> Hi,
>
>  
>
> I am wondering is its possible to create an SLA with for example 8
> hours, and that when some one creates a ticket, they select the SLA,
> and a timer go’s running with that ticket that shows how much time is
> left on working on the ticket. Is this possible in RT, and if yes,  is
> there some documentation on this I can read about?
>
>  
>
> Cheers,
>
>  
>
> Met vriendelijke groet,
>
>
>
> Wouter van den Bergh, Customer Support Engineer 2nd Line
>
> Easynet Nederland B.V., http://www.easynet.nl 
>
> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
> Fax: +31 (0)20 798 98 05
>
>
>
> [EMAIL PROTECTED]
>
>  
>
> 
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch 
> today. 
> Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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