Have a look at my customization for parking stalled tickets (actually it works for SLA 0.05)
http://www.gossamer-threads.com/lists/rt/users/110572 If you make any improvements, please share them :) Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 [email protected] www.reply.it From: [email protected] [mailto:[email protected]] On Behalf Of Dave Fitches Sent: venerdì 24 agosto 2012 06:40 To: [email protected] Subject: [rt-users] [SLA Extension] Can I 'parked' stalled tickets? 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 \_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525 ......v... * E-mail : [email protected] .......... University of Melbourne, Victoria, Australia _______________________________________________________ ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
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