Oops, this is the correct URL: http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm
-- Bart 2011/11/14 Bart <[email protected]> > Hi, > > This would roughly be how the SLA plugin works: > > - When a ticket is first created the SLA plugin makes sure that the > Starts date is set to the first possible "Business" date (e.g. the next day > on 8:30 in the morning). > - It then "if configured" sets the SLA to the default value of a queue. > - In our case, we have a scrip that sets the SLA value based on the > combination of ticket type (Incident, Problem, Change) and ticket > priority > (1 to 4). > - When the SLA is set for a ticket it then sets the Due date based > on the Starts date & takes the working hours/holidays into account. > - In addition, on SLA change it sets the Due date accordingly (again > based on the Starts date). > > More information on this page: > > http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc > > To clarify the dates: > > - Starts: first working day based on business hours > - Started: when someone first replies. > - Due: roughly the deadline, is set by the SLA plugin. > - In your case: > - Response: Means it's set to Start + 2h. That's the first > deadline, once someone responses the next will start. > - Resolve: After a response the SLA plugin will set the due date > based on this config, thus Start + 4h. > - Closed: is set when you close a ticket. > > Below our SLA config, might help a little when it comes to business hours: > > # --- > # BusinessHours Settings > # --- > > Set( %ServiceBusinessHours, ( > 0 => { Name => 'zondag', Start => 'undef', End => 'undef' }, > 1 => { Name => 'maandag', Start => '08:30', End => '18:00' }, > 2 => { Name => 'dinsdag', Start => '08:30', End => '18:00' }, > 3 => { Name => 'woensdag', Start => '08:30', End => '18:00' }, > 4 => { Name => 'donderdag', Start => '08:30', End => '18:00' }, > 5 => { Name => 'vrijdag', Start => '08:30', End => '18:00' }, > 6 => { Name => 'zaterdag', Start => 'undef', End => 'undef' }, > # Non-service dagen: 2011 & 2012 > holidays => [qw(2011-12-26 2012-04-09 2012-04-30 2012-05-17 2012-05-18 > 2012-05-28 2012-12-25 2012-12-26)], > ) > ); > > # --- > # SLA Settings > # --- > > # Maximum is 30 dagen! > # 480 uur gebruiken om geen Due date in te stellen. > Set( %ServiceAgreements, ( > Levels => { > '4' => { Resolve => { BusinessMinutes => 60*4 }, }, > '8' => { Resolve => { BusinessMinutes => 60*8 }, }, > '24' => { Resolve => { BusinessMinutes => 60*24 }, }, > '48' => { Resolve => { BusinessMinutes => 60*48 }, }, > '480' => { Resolve => { BusinessMinutes => 60*480 }, }, > }, > ) > ); > > Hopefully this helps understanding the SLA plugin. > > -- Bart > > > 2011/11/11 linuxsupport <[email protected]> > >> 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 >> > >
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
