Thanks you excellent support. I have one last question can you provide rt-crontool examples if you have one.
Thanks again for your excellent support. Thanks in advance Arun On Thu, May 23, 2013 at 3:57 PM, Ruslan Zakirov <[email protected]>wrote: > > > > On Thu, May 23, 2013 at 2:22 PM, Arun ragini <[email protected]> wrote: > >> cool I did that, I have set 2h and 4h for two tickets. >> I was assuming that I get notification to respond and with some kind of >> alert, do I need to run some tool in the backend or is it like I need to >> open the ticket for SLA to take effect ? (one ticket is new and the other >> ticket is open status) >> >> Thanks for again all the help you are providing. >> > > The extension maintains Due date. You can use rt-crontool to notify about > tickets close to due or overdue. You can adjust searches to sort by Due > date, so tickets that need attention are at the top. > > >> On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov >> <[email protected]>wrote: >> >>> >>> >>> >>> On Thu, May 23, 2013 at 11:40 AM, Arun ragini <[email protected]>wrote: >>> >>>> Hi, >>>> >>>> Thanks for the help, SLA CF has been created (by running make inidb) >>>> with no values do I need to add the following SLA configuation like 4h, 2h >>>> and 2d ? . >>>> >>>> >>> Yes. Add the values. >>> >>> >>>> >>>> I have the following SLA configuration: >>>> >>>> >>>> %RT::ServiceAgreements = ( >>>> Default => '4h', >>>> QueueDefault => { >>>> 'General' => '4h', >>>> 'Clients' => '1d', >>>> }, >>>> Levels => { >>>> '4h' => { >>>> Resolve => { RealMinutes => 60*4 }, >>>> Response => { RealMinutes => 60*1 }, >>>> }, >>>> >>>> '2h' => { >>>> Response => { RealMinutes => 60*2 }, >>>> Resolve => { RealMinutes => 60 }, >>>> }, >>>> '1d' => { >>>> Response => { RealMinutes => 60*1 }, >>>> Resolve => { RealMinutes => 60*24 }, >>>> }, >>>> >>>> }, >>>> ); >>>> >>>> Thanks in advance >>>> Arun >>>> >>>> >>>> On Wed, May 22, 2013 at 6:09 PM, Arun ragini <[email protected]>wrote: >>>> >>>>> Let me try that. Thanks for all the help. >>>>> >>>>> >>>>> On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov <[email protected] >>>>> > wrote: >>>>> >>>>>> It's first time installtion and you have to run 'make initdb' that is >>>>>> not executed by CPAN shell you used. At this moment we can not fully >>>>>> automate installation via cpan shell. >>>>>> >>>>>> >>>>>> On Wed, May 22, 2013 at 3:39 PM, Arun ragini <[email protected]>wrote: >>>>>> >>>>>>> Hi, >>>>>>> >>>>>>> I have installed SLA extention using perl -MCPAN -e 'install >>>>>>> RT::Extension::SLA;' >>>>>>> asked me for RT.pm path I have provided it. >>>>>>> And extension got installed I verified SLA version is 0.07 >>>>>>> as document mentioned I need to run db upgrade only prior to 0.0.6 >>>>>>> (i ignored it) >>>>>>> >>>>>>> >>>>>>> now coming to Tools->Configuration->Custom Fields->Select I don't >>>>>>> see custom Fields SLA/or related to it. >>>>>>> >>>>>>> >>>>>>> and I really appreciate for help me >>>>>>> >>>>>>> Thanks >>>>>>> Arun >>>>>>> >>>>>>> >>>>>>> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov < >>>>>>> [email protected]> wrote: >>>>>>> >>>>>>>> If you don't see SLA custom field in RT (go to Tools -> >>>>>>>> Configuration -> Custom Fields -> Select) then you didn't follow >>>>>>>> installation instructions properly and just has config and code that >>>>>>>> is not >>>>>>>> executed as it's not registered in the DB. >>>>>>>> >>>>>>>> >>>>>>>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini >>>>>>>> <[email protected]>wrote: >>>>>>>> >>>>>>>>> I don't see SLA while creating tickets and I don't see them after >>>>>>>>> creating tickets. >>>>>>>>> >>>>>>>>> I'm kind of confused I hoping to find some tutorial on how to >>>>>>>>> configure SLA for RT >>>>>>>>> >>>>>>>>> >>>>>>>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov < >>>>>>>>> [email protected]> wrote: >>>>>>>>> >>>>>>>>>> You should use more accounts to test. >>>>>>>>>> Have you checked logs? >>>>>>>>>> Do you see SLA CF on tickets? >>>>>>>>>> Do you see SLA CF set on tickets? >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini < >>>>>>>>>> [email protected]> wrote: >>>>>>>>>> >>>>>>>>>>> yes I'm talking about SLA extension, >>>>>>>>>>> >>>>>>>>>>> I have gone through >>>>>>>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>>>>>>>>> >>>>>>>>>>> after I create ticket and and own the ticket I don't get to see >>>>>>>>>>> the Due date/time etc. >>>>>>>>>>> >>>>>>>>>>> My SLA config as follows >>>>>>>>>>> >>>>>>>>>>> %RT::ServiceAgreements = ( >>>>>>>>>>> Default => '4h', >>>>>>>>>>> QueueDefault => { >>>>>>>>>>> 'General' => '4h', >>>>>>>>>>> 'Clients' => '1d', >>>>>>>>>>> }, >>>>>>>>>>> Levels => { >>>>>>>>>>> '4h' => { >>>>>>>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>>>> }, >>>>>>>>>>> >>>>>>>>>>> '2h' => { >>>>>>>>>>> Response => { RealMinutes => 60*2 }, >>>>>>>>>>> Resolve => { RealMinutes => 60 }, >>>>>>>>>>> }, >>>>>>>>>>> '1d' => { >>>>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>>>> Resolve => { RealMinutes => 60*24 }, >>>>>>>>>>> }, >>>>>>>>>>> >>>>>>>>>>> }, >>>>>>>>>>> ); >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> -- >>>>>>>>>> Best regards, Ruslan. >>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> -- >>>>>>>>> www.opensourcer.net >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -- >>>>>>>> Best regards, Ruslan. >>>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> www.opensourcer.net >>>>>>> >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> Best regards, Ruslan. >>>>>> >>>>> >>>>> >>>>> >>>>> -- >>>>> www.opensourcer.net >>>>> >>>> >>>> >>>> >>>> -- >>>> www.opensourcer.net >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> www.opensourcer.net >> > > > > -- > Best regards, Ruslan. > -- www.opensourcer.net
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