Cerb5 Plugins - net.pixelinstrument.sla

Copyright (C) 2011 Davide Cassenti http://davide.cassenti.it/

What's this?

The plugin allows to manage the SLA (response time) of the tickets, based on the customer's type. The settings allow to decide, for each type of customer, what is the limit in days or business days to reply.

A class PiSlaUtils is provided in order to allow external plugins to use these information.

Installation

• Change directory to /cerb5/storage/plugins/
• git clone git://github.com/cerb5-plugins/net.pixelinstrument.sla.git
• In your helpdesk, enable the plugin from Setup->Features & Plugins
• Create a new Picklist Custom Field for the Organization object for the customer type (it can have any name)
• Change plugin settings

Credits

This plugin was developed by Davide Cassenti.

License

GPLv3 http://www.gnu.org/licenses/gpl-3.0.txt