Hi Ruslan, > Do I understand it right that you want to set resolve deadline > manually and keep reply deadline from the config? The only thing that > I have in mind and want to implement some day is "manual resolve > deadline". When a person sets due date on a ticket manually then this > date used as resolve deadline and extension changes due dates > according to the current doc. > > Hope that description is clear enough. Is it close to your > requirements? I can not say that it will be in the next version or any > time soon, dates guaranted only if it's sponsored work. Patches are > always welcome at no charge.
That sounds about right, basically I would think it could be as simple as an if-then check... something along the lines of, if SLA hasn't changed, then don't run the SLA date change... else run the sla date change. I may even attempt to hack it out. Yay, sandbox time. > Sounds reasonable, but not sure how make this transparent and trigger > "re-open" event. Too many variants for different workflows. It may be > possbile to adjust scrips and come up with required setup even with > the current version, but I'm not sure. Could just add it as a config flag, time stalls when stalled... when a ticket is coresponded to the ticket automagically changes state from stalled to open, really could just be a scrip action based on the change of state from stalled to opened. if the above was implimented, with a manual due date override, the latter would be fairly easy, just some simple time changes and math. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov <ruslan.zaki...@gmail.com>wrote: > On Mon, Jul 6, 2009 at 10:30 PM, William > Graboyes<william.grabo...@theportalgrp.com> wrote: > > Hi Ruslan, > > > >> What are you trying to achive? > > > > We have some SLA Categories that the due dates are "as mutually agreed > upon" > > Thus they are sending a due date along with the ticket. > > > >> How is extension is configured?Set( %ServiceBusinessHours, ( > > [snip] > > > ); > >> I want to know more about use case to understand if it's possible to > >> improve this extension. > > > > The use case is as explained more or less above, where the due date is > > determined either via the logging and classification of the ticket, or > via > > contact with the requester. Most of the service levels that we have do > have > > very hard due dates, just a couple of categories have soft due dates. > > Sometimes the due dates need to move, even in the categories that have > hard > > SLA due dates, simply because of incomplete information from the > requester. > > > Do I understand it right that you want to set resolve deadline > manually and keep reply deadline from the config? The only thing that > I have in mind and want to implement some day is "manual resolve > deadline". When a person sets due date on a ticket manually then this > date used as resolve deadline and extension changes due dates > according to the current doc. > > Hope that description is clear enough. Is it close to your > requirements? I can not say that it will be in the next version or any > time soon, dates guaranted only if it's sponsored work. Patches are > always welcome at no charge. > > > While we are on the topic of improvements. > > > > I would also like to see the due date shift the amount of time that the > > ticket was stalled upon re-open. For our organization we use the stalled > > status to indicate that the "ball is out of our court" in other words we > are > > waiting for input from some other source. > > Sounds reasonable, but not sure how make this transparent and trigger > "re-open" event. Too many variants for different workflows. It may be > possbile to adjust scrips and come up with required setup even with > the current version, but I'm not sure. > > > > > > Thanks, > > > > Bill Graboyes > > > > On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov < > ruslan.zaki...@gmail.com> > > wrote: > >> > >> Nope, cuz SLA extension is used to automate due date management. What > >> are you trying to achive? How is extension is configured? I want to > >> know more about use case to understand if it's possible to improve > >> this extension. > >> > >> On Mon, Jul 6, 2009 at 9:12 PM, William > >> Graboyes<william.grabo...@theportalgrp.com> wrote: > >> > Hi all, > >> > > >> > I am having a problem with the SLA module. > >> > > >> > Any time we change a due date, The SLA module changes it back to the > >> > prescribed due date in the config file. > >> > > >> > Is there any way to change this behavior? > >> > > >> > RT Version: 3.8.4 > >> > > >> > -- > >> > Bill Graboyes > >> > On Assignment At: > >> > Toyota Motor Sales, USA, Inc. > >> > Consumer Portal Delivery > >> > Office: (310) 468-6754 > >> > Cell: (714) 515-8312 > >> > > >> > _______________________________________________ > >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > > >> > Community help: http://wiki.bestpractical.com > >> > Commercial support: sa...@bestpractical.com > >> > > >> > > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> > Buy a copy at http://rtbook.bestpractical.com > >> > > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > -- > > Bill Graboyes > > On Assignment At: > > Toyota Motor Sales, USA, Inc. > > Consumer Portal Delivery > > Office: (310) 468-6754 > > Cell: (714) 515-8312 > > > > > > -- > Best regards, Ruslan. > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312
_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com