OK, it is working, but I could not understand Created:Fri Nov 11 16:35:18 2011 -- this is ok Starts:Fri Nov 11 16:35:18 2011 -- this should be set to Created+ 1hours response time Started:Fri Nov 11 16:42:43 2011 Last Contact<http://207.228.237.31/rt/Ticket/Display.html?id=8&Action=SetTold>:Not set Due:Sat Nov 12 09:35:18 2011 -- this should be set to Created + 4 hours resolution time Closed:Not set Updated:Fri Nov 11 16:42:43 2011 by Enoch Root<http://207.228.237.31/rt/Ticket/Display.html?id=8#lasttrans>
Please correct me, I am doing something wrong or not understanding it a t all. On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov <[email protected]>wrote: > On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport <[email protected]> > wrote: > > Yes, it is enabled > > > > Set( @Plugins, qw( RT::Extension::SLA) ); > > > > In the log it says. > > > > [Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that > has > > no SLA CF > > > (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33 > > You didn't apply SLA custom field to queues. Goto admin UI and do it. > > > > > > > > On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov <[email protected]> > > wrote: > >> > >> 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. > > > > > > > > -- > Best regards, Ruslan. >
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
