I've recently got the RT::Extension::SLA extension working and added the
following config into the RT config for Service business hours:
%RT::ServiceBusinessHours = (
'TechSupport' => {
0 => { Name => 'Sunday',
Start => 'undef',
End => 'undef'},
1 => { Name => 'Monday',
Start => '08:00',
End => '18:00'},
2 => { Name => 'Tuesday',
Start => '08:00',
End => '18:00'},
3 => { Name => 'Wednesday',
Start => '08:00',
End => '18:00'},
4 => { Name => 'Thursday',
Start => '08:00',
End => '18:00'},
5 => { Name => 'Friday',
Start => '08:00',
End => '18:00'},
6 => { Name => 'Saturday',
Start => 'undef',
End => 'undef'},
holidays => [qw(01-01 12-24 12-25 7-4 2012-04-08
2012-05-28 2012-09-03 2012-11-22)],
}
);
%RT::ServiceAgreements = (
'Default' => '8',
Levels => {
'24' => {
BusinessHours => 'TechSupport',
Response => { RealMinutes =>
60*24},
KeepInLoop => { RealMinutes =>
60*24},
},
'8' => {
BusinessHours => 'TechSupport',
Response => { BusinessMinutes
=> 60*8},
KeepInLoop => {BusinessMinutes
=> 60*8},
},
'4' => {
BusinessHours => 'TechSupport',
Response => { BusinessMinutes
=> 60*4},
KeepInLoop => { BusinessMinutes
=> 60*4},
},
'1' => {
BusinessHours => 'TechSupport',
Response => { BusinessMinutes
=> 60*1},
KeepInLoop => {BusinessMinutes
=> 60*1},
},
'Critical' => {
BusinessHours => 'TechSupport',
Response => { BusinessMinutes
=> 60*0.8 },
KeepInLoop => { BusinessMinutes
=> 60*0.8 },
},
},
);
But when I change the SLA and RT attempts to set Start and Due Dates based off
SLA I get the following error and stack trace in the RT log:
[Fri Jan 13 23:08:53 2012] [debug]: Committing scrip #16 on txn #8150 of ticket
#747 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192)
[Fri Jan 13 23:08:53 2012] [debug]: Last effective requestors' reply to ticket
#747 is txn #8139
(/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDue.pm:41)
[Fri Jan 13 23:08:53 2012] [error]: Scrip Commit 16 died. -
Set::IntSpan::_copy_run_list: Bad order:
1326006000-1326005999,1326121200-1326157199,1326207600-1326243599,1326294000-1326329999,1326380400-1326416399,1326466800-1326502799,1326524400-1326524399
at /usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm line 372
Stack:
[/usr/lib/perl5/5.8.8/Carp.pm:269]
[/usr/lib/perl5/site_perl/5.8.8/Set/IntSpan.pm:299]
[/usr/lib/perl5/site_perl/5.8.8/Set/IntSpan.pm:140]
[/usr/lib/perl5/site_perl/5.8.8/Set/IntSpan.pm:111]
[/usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm:372]
[/usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm:514]
[/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Extension/SLA.pm:370]
[/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDue.pm:46]
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
[/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
[/opt/rt4/sbin/../lib/RT/Scrips.pm:198]
[/opt/rt4/sbin/../lib/RT/Transaction.pm:201]
[/opt/rt4/sbin/../lib/RT/Record.pm:1447]
[/opt/rt4/sbin/../lib/RT/Record.pm:1691]
[/opt/rt4/sbin/../lib/RT/Record.pm:1570]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2242]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2175]
[/opt/rt4/share/html/Ticket/Modify.html:82]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285]
[/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
Any ideas what I did wrong?
Thanks!
David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127
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