Nobody with an idea on how we can make any progress with escalations? Any input would be helpful, like working config snippets, rt-crontool calls that works for someone, ...
Bye, Daniel On 02/13/2017 03:04 PM, Daniel Rauer wrote: > Hello everyone. > > Currently we are quite stuck on enabling ticket escalations based on > SLA. The problem is that none of the escalation we tried seems to work: > either the crontool throws errors or does basically nothing. > > What we did so far: > - Upgrade to 4.4.1 and made sure all database migrations pass > - Defined a basic ServiceAgreements section (code found later in this email) > - Used an existing, working queue to enable "SLA Enabled" > - Set the default value for "Final Priority" of this queue to "99" > - Set the default value for "Priority" of this queue to "0" > - Created some test tickets (via web and via email) in this queue. > "Starts" and "Due" are correctly set according to the defined > ServiceAgreements. > > The queue we currently use for our tests is called "Test-Queue", and > there is currently one ticket in it having "Starts" and "Due" set, the > ID is #78735. > > I would appreciate if anyone has ideas on what is wrong with our setup, > or could provide a working configuration! > > > Here are our ServiceAgreements (just for testing so far) and some of the > rt-crontool calls and their returns we tried so far: > > Set( %ServiceAgreements, ( > Default => 'standard', > Levels => { > 'standard' => { > Starts => { RealMinutes => 0 }, > Resolve => { RealMinutes => 10 }, > }, > 'urgent' => { > Starts => { RealMinutes => 0 }, > Resolve => { RealMinutes => 5 }, > }, > }, > )); > > > # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > "Test-Queue" -action RT::Action::EscalatePriority --verbose --log info > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > > > # bin/rt-crontool --search RT::Search::FromSQL --search-arg > "(Status='new' OR Status='open') AND FinalPriority > 0 AND Due > 'Jan 1, > 1970'" --action RT::Action::EscalatePriority --action-arg > "RecordTransaction: 1, UpdateLastUpdated: 1" --verbose --log info > [11753] [Mon Feb 13 13:48:02 2017] [notice]: Passed a unix time less > than 0, forcing to 0: [-3600] (/opt/rt4/bin/../lib/RT/Date.pm:619) > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > > > # bin/rt-crontool --search RT::Search::FromSQL --search-arg > "(Status='new' OR Status='open' OR Status = 'stalled')" --action > RT::Action::LinearEscalate --action-arg "RecordTransaction: 1" > [11875] [Mon Feb 13 13:53:02 2017] [notice]: Passed a unix time less > than 0, forcing to 0: [-1] (/opt/rt4/bin/../lib/RT/Date.pm:619) > > > # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > \"Test-Queue\" -action RT::Action::LinearEscalate > [11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value > $args{"VALUE"} in join or string at /opt/rt4/bin/../lib/RT/Tickets.pm > line 1536. (/opt/rt4/bin/../lib/RT/Tickets.pm:1536) > [11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value > $value in substitution (s///) at /opt/rt4/bin/../lib/RT/Tickets.pm line > 2805. (/opt/rt4/bin/../lib/RT/Tickets.pm:2805) > > (this one is really strange, as this ticket #11893 was resolved 5 years > ago and in another queue, it should not get found by ActiveTicketsInQueue) > > > # bin/rt-crontool --search RT::Search::FromSQL --search-arg 'Status = > "open" or Status = "new"' --action RT::Action::LinearEscalate > --action-arg "UpdateLastUpdated: 0" --verbose --log info > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > Action prepared... > Action committed. > > > # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue > --search-arg Test-Queue --action RT::Action::EscalatePriority --verbose > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > > > # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue > --search-arg Test-Queue --condition RT::Condition::Overdue --action > RT::Action::SetPriority --action-arg 99 --verbose > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > > > > Kind regards, > Daniel Rauer >