On Mon, Nov 17, 2014 at 11:41 AM, Asif Iqbal <[email protected]> wrote:
> > > On Fri, Nov 14, 2014 at 2:10 PM, Asif Iqbal <[email protected]> wrote: > >> Hi All >> >> I am not able to reset the due date with following definition >> >> Set(%ServiceAgreements, >> Default => '7d', >> QueueDefault => { >> 'Circuits' => '10d', >> 'Handover' => '2h', >> }, >> Levels => { >> '10d' => { >> BusinessHours => 'work', >> Resolve => { BusinessMinutes => 60*12*10, IgnoreOnStatuses >> => ['stalled'] }, >> }, >> '2h' => { >> BusinessHours => 'work', >> Resolve => { BusinessMinutes => 60*2 }, >> }, >> }, >> ); >> >> >> Ticket due date for 'Circuits' queue changes to unset when changed to >> 'stalled'. >> >> But when a reply opens the ticket, the Due date goes back to original >> instead of reset >> >> Any idea what I am doing wrong? >> >> >> > > I still like some suggestions on this. Any hint is appreciated. > > I made some changes. Set(%ServiceAgreements, Default => '7d', QueueDefault => { 'BrasHandover' => '10d', 'HostHandover' => '10d', 'IPHandover' => '10d', 'IPBB_Circuit-Handover' => '2hany', }, Levels => { '10d' => { BusinessHours => 'work', Response => { BusinessMinutes => 60*12*10 }, Resolve => { BusinessMinutes => 60*12*10 }, KeepInLoop => { BusinessMinutes => 60*12*10, IgnoreOnStatuses => ['stalled', 'rejected'] }, }, '2h' => { BusinessHours => 'work', Response => { BusinessMinutes => 60*2 }, Resolve => { BusinessMinutes => 60*2 }, KeepInLoop => { BusinessMinutes => 60*2, IgnoreOnStatuses => ['stalled', 'rejected'] }, }, '2hany' => { StartImmediately => 1, Response => { RealMinutes => 60*2 }, Resolve => { RealMinutes => 60*2 }, KeepInLoop => { RealMinutes => 60*2, IgnoreOnStatuses => ['stalled', 'rejected'] }, }, }, ); So when someone from the group reject the ticket and the ticket requestor replies to it, it does re-open the ticket, but the due date did not change This has been hurting our matrix for over 2 months since when we started collecting data. Any suggestion or hint on why due date not changing would be appreciated -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
