Hi, I'm using RT 3.8.17 and installed RT::Extension::SLA 0.07, currently testing it. When I set a ticket status to "Stalled" the due date gets unset, and this is what I want.
However, when I set the ticket status back to "open", the due date is set back to the original value, it may correspond already to a past date. Do you know if there is a way to have the due date set automatically to a time in future, i.e. now+QueuePriority? I paste my current config. Any help/diection is appreciated. Andy %RT::ServiceAgreements = ( Default => '4h', QueueDefault => { 'a1-rt' => '1h', 'a2-rt' => '4h', 'z1-rt' => '1d', 'z2-rt' => '10d', }, Levels => { '1h' => { Response => { RealMinutes => 60*1 , IgnoreOnStatuses => ['stalled'] }, Resolve => { RealMinutes => 60*1 , IgnoreOnStatuses => ['stalled'] }, }, '4h' => { Response => { RealMinutes => 60*1 }, Resolve => { RealMinutes => 60*4 }, }, '1d' => { Response => { RealMinutes => 60*1 }, Resolve => { RealMinutes => 60*24 }, }, '10d' => { Response => { RealMinutes => 60*1 }, Resolve => { RealMinutes => 60*240 }, }, },
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