Hi all,
I've been working with RT 4.05 and have added the SLA Extension [v.0.06] to it.
We're using some simple SLA rules - no respond or keepinloop rules, just
resolve rules. Generally, all tickets should be resolved within x Days from
ticket creation.
Eg;
'Normal' => {
Resolve => { BusinessMinutes => 60*8*5,
IgnoreOnStatuses => ['stalled'] }, # Within 5 Working Days
},
We're using Business:Hours to make sure weekend and public holidays aren't
counted.
Jobs start at Priority 0 and via an hourly LinearEscalate Cron job, escalate
to Priority 100 the closer they get to the due date. So a job with a 5 working
day SLA will be at Priority 40 after 2 business days.
Now - as a basic setup, it's all working nicely. (And I'd like to say - I love
the program!)
There's just ONE thing not working the way we'd like and I suspect I've missed
something, so I'd appreciate a second opinion.
You'll notice we've got "IgnoreOnStatuses => ['stalled']" in there. If we make
a job and stall it, the priority does NOT advance. All good so far.
However when the job is changed from stalled back to open, it doesn't punch the
Due Date out according to the time it was stalled. So - a job is due 5 days
after it's created. If we stall the job after 4 hours, the priority will freeze
at 10. If we change the job back to "open" 2 days later, the due date remains
unchanged and the job will still be due in another 2.5 days. Next time the
LinearEscalate cron job runs, the Priority jumps right up to 50.
What we WANT it to do, is - when we un-stall the job 2 days later, we want RT
to automatically extend the Due Date by the same amount of time it was stalled
- in this case, 2 days.
Any thoughts? What've I missed?
--
= Dave Fitches =
________________________________________________________
.,--__|\.. David Fitches - Security Software Admin
/ |. University of Melbourne - Access Control
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.......... University of Melbourne, Victoria, Australia
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