Hi, Have you enabled plugin in the config? What do you have in logs when you create a ticket?
On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport <[email protected]> wrote: > I have modified the config as below. still not working > > Set(%ServiceAgreements, ( > Default => 'GA', > QueueDefault => { > 'General' => 'GA', > 'Support' => 'GA', > 'Sales' => 'GA', > 'Incident' => 'SA', > }, > Levels => { > 'SA' => { > StartImmediately => 1, > Response => { RealMinutes => 60*1*2 }, > Resolve => { RealMinutes => 60*4 }, > }, > 'GA' => { > BusinessHours => 'ga_hours', > Response => { BusinessMinutes => 60*1 }, > Resolve => { BusinessMinutes => 60*4 }, > }, > }, > )); > > > Set(%ServiceBusinessHours, ( > 'ga_hours' => { > 0 => { Name => 'Sunday', Start => undef, End => undef }, > 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, > 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' > }, > 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' > }, > 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' > }, > 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, > 6 => { Name => 'Saturday', Start => '09:00', End => '13:00' > } > }, > )); > On Fri, Nov 11, 2011 at 2:06 PM, Bart <[email protected]> wrote: >> >> I noticed that in your config you say that "4h" is the default, this SLA >> however doesn't exist. Try replacing that with 24 and see what happens. >> -- Bart >> >> >> 2011/11/11 linuxsupport <[email protected]> >>> >>> Hi, >>> >>> I did it and then created a ticket but I can not see it applying the SLA. >>> What else should I check? >>> >>> On Thu, Nov 10, 2011 at 6:38 PM, Bart <[email protected]> wrote: >>>> >>>> Only the "Name" field is needed. >>>> -- Bart >>>> >>>> >>>> 2011/11/10 linuxsupport <[email protected]> >>>>> >>>>> Thanks Bart, but there are 4 fields in that custom field. >>>>> >>>>> Sort , Name, Description, Category >>>>> >>>>> Where should that 24 go? in Sort or Name? >>>>> >>>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart <[email protected]> wrote: >>>>>> >>>>>> Sorry, forgot to mention that in your case that's value "24" since >>>>>> you've only defined one entry. >>>>>> -- Bart >>>>>> >>>>>> >>>>>> 2011/11/10 Bart <[email protected]> >>>>>>> >>>>>>> You have to manually add the same values of your config to your SLA >>>>>>> Custom Field. From there it should work as intended. >>>>>>> -- Bart >>>>>>> >>>>>>> >>>>>>> 2011/11/10 linuxsupport <[email protected]> >>>>>>>> >>>>>>>> Hi, >>>>>>>> >>>>>>>> I have just installed RT, along with plugin RT::Extension::SLA >>>>>>>> >>>>>>>> Following is the configuration I have placed in RT_SiteConfig.pm >>>>>>>> >>>>>>>> Set(%ServiceAgreements, ( >>>>>>>> Default => '4h', >>>>>>>> QueueDefault => { >>>>>>>> 'General' => '24', >>>>>>>> }, >>>>>>>> Levels => { >>>>>>>> '24' => { >>>>>>>> StartImmediately => 1, >>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>>>> }, >>>>>>>> }, >>>>>>>> )); >>>>>>>> >>>>>>>> But I can not see any SLA while creating new ticket, it shows me >>>>>>>> blank box >>>>>>>> >>>>>>>> Can someone correct me please? >>>>>>>> >>>>>>>> OS: Debain Squeeze >>>>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1 >>>>>>>> >>>>>>>> Thanks >>>>>>>> >>>>>>>> >>>>>>>> -------- >>>>>>>> RT Training Sessions >>>>>>>> (http://bestpractical.com/services/training.html) >>>>>>>> * Barcelona, Spain — November 28 & 29, 2011 >>>>>>> >>>>>> >>>>> >>>> >>> >> > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain — November 28 & 29, 2011 > -- Best regards, Ruslan. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
