[rt-users] RT CLI + SLA 0.0.5 => dosen't works Bussiness Hours
Hi!
I'm using the client rt in / opt/rt4/bin / which works properly,
version request for tracker is 4.0.5, I'm using RT :: Extension :: SLA
version 0.05.
My problem is that when I create a ticket via website, SLA works with
the Business Hours, but when I try to do the same task from the shell
i've observed that the times are calculated as rt customer apparently
thought that the due date is in GMT and does not respect the Server
Timezone.
As you can see in the Screenshot, the ticket was:
-create Mar 23 03:39:55 2012
-started Mar 23 06:39:55 2012 (here the correct was Mar 23 08:30:00 2012)
-due date Abr 06 08:30:00
The RT client invokation was:
./rt create -t ticket set queue='Certificacion' subject="un ejemplo"
text="bla bla"
My Timezone is Chile/Continental, it's configurated inside RT_SiteConfig.
Set($Timezone, "Chile/Continental");
My SLA and Bussiness Hours are:
et(%ServiceAgreements, (
Default => '12',
QueueDefault => {
'Administracion de sistemas' => '18',
'Asistencia tecnologica' => '18',
'Certificacion' => '90',
'Consultas' => '18',
'Induccion' => '12',
'Organizacion de eventos presenciales' => '18',
'Organizacion de eventos virtuales' => '18',
'Planes de formacion' => '18',
'Reclamos' => '18',
'Reportes de gestion' => '18',
'Sugerencias' => '18'
},
Levels => {
'12' => {
BusinessHours => 'Horario Soporte',
StartImmediately => 0,
Resolve => { BusinessMinutes => 60*12 },
},
'18' => {
BusinessHours => 'Horario Soporte',
StartImmediately => 0,
Resolve => { BusinessMinutes => 60*18 },
},
'90' => {
BusinessHours => 'Horario Soporte',
StartImmediately => 0,
Resolve => { BusinessMinutes => 60*90 },
},
},
)
);
%RT::ServiceBusinessHours = (
'Horario Soporte' => {
1 => { Name => 'Lunes', Start => '8:30', End => '18:00' },
2 => { Name => 'Martes', Start => '8:30', End => '18:00' },
3 => { Name => 'Miercoles', Start => '8:30', End => '18:00' },
4 => { Name => 'Jueves', Start => '8:30', End => '18:00' },
5 => { Name => 'Viernes', Start => '8:30', End => '15:30' },
},
);
It's a Bug? from SLA or RT Cli or i need some tip for to works?
Thanks in advance!
-Pablo
<>
[rt-users] Ldap Server Lotus Domino + RT
Hi! I want to know some tips for configurate RT with Lotus Domino Ldap server, first of all, RT can configure to work with Active Directory, this is first opportunity for me to do with Lotus Domino. Thanks In advance. -Pablo RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] Debug - RT
Hi Folks! I want to use interactive debug for RT, I saw this information http://wiki.bestpractical.com/view/Debug, but when i try to use, doesn't work. My configuration file is /etc/httpd/conf.d/perl.conf ServerName rt.osa.cl ServerAdmin psi...@osa.cl DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT ErrorLog /opt/rt3/var/log/apache2.error TransferLog /opt/rt3/var/log/apache2.access use Apache::DB (); Apache::DB->init; PerlFixupHandler Apache::DB PerlRequire "/opt/rt3/bin/webmux.pl" SetHandler default SetHandler perl-script PerlResponseHandler RT::Mason Thanks in advance! Pablo Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trouble: I need to parse the issue ticket
Yes, now works!!, where I can find documentation about methods and
object more ilustrative..?, because it's not easy to read the perldoc
xxx.pm, there's some tutorial for to learn about object's, methods?
Thanks in advance!
-Pablo
On Sat, May 22, 2010 at 12:11 PM, Bjoern Schulz wrote:
> hi,
>
> check that
> http://wiki.bestpractical.com/view/ExtractCustomFieldValues
>
> For me it works fine.
>
>
> -bjoern
>
> Am 22.05.2010 17:31, schrieb Pablo Silva:
>>
>> Hi!, I would like to parse the issue Ticket on the Create event,
>> because inside the e-mail i need to search word Precio and to get the
>> Value, for Example:
>>
>> [r...@rt ~]# mail rt-comp...@rt.osa.cl
>> Subject: Test
>>
>> Bla bla
>>
>> Precio: 2000
>>
>> .
>> Cc:
>> [r...@rt ~]#
>>
>> Send an e-mail to rt.
>>
>> I use this code but dosen't work, and don't know why.., the code is:
>>
>> $self->TransactionObj->Content() =~ /Precio: (.*) /i
>>
>> That's my scrip on rt 3.8.7
>>
>> Condition: On Create
>> Action: User Define
>> Template: Global Template Blank
>> Stage: Transaction Stage
>>
>> Custom action preparation code:
>>
>> my $precio=0;
>>
>> if ($self->TransactionObj->Content() =~ /Precio: (.*) /i ) {
>> $precio=$1
>> }
>>
>> $RT::Logger->debug("Que es esto? " . $self->TransactionObj->Content() );
>>
>>
>> $self->TicketObj->AddCustomFieldValue( Field => 'Precio', Value =>
>> $precio );
>>
>> return 1;
>>
>>
>> Custom action cleanup code:
>>
>> my $funcionario;
>> $funcionario="";
>>
>> if ($self->TicketObj->FirstCustomFieldValue('Precio') le 200){
>> $funcionario="cfigueroa";
>> } else {
>> $funcionario="msilva";
>> }
>>
>> $self->TicketObj->SetOwner($funcionario,'Give');
>> $self->TicketObj->SetQueue("General");
>>
>> return 1;
>>
>>
>> Thanks in advance..
>>
>> Pablo
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Trouble: I need to parse the issue ticket
Hi!, I would like to parse the issue Ticket on the Create event,
because inside the e-mail i need to search word Precio and to get the
Value, for Example:
[r...@rt ~]# mail rt-comp...@rt.osa.cl
Subject: Test
Bla bla
Precio: 2000
.
Cc:
[r...@rt ~]#
Send an e-mail to rt.
I use this code but dosen't work, and don't know why.., the code is:
$self->TransactionObj->Content() =~ /Precio: (.*) /i
That's my scrip on rt 3.8.7
Condition: On Create
Action: User Define
Template: Global Template Blank
Stage: Transaction Stage
Custom action preparation code:
my $precio=0;
if ($self->TransactionObj->Content() =~ /Precio: (.*) /i ) {
$precio=$1
}
$RT::Logger->debug("Que es esto? " . $self->TransactionObj->Content() );
$self->TicketObj->AddCustomFieldValue( Field => 'Precio', Value => $precio );
return 1;
Custom action cleanup code:
my $funcionario;
$funcionario="";
if ($self->TicketObj->FirstCustomFieldValue('Precio') le 200){
$funcionario="cfigueroa";
} else {
$funcionario="msilva";
}
$self->TicketObj->SetOwner($funcionario,'Give');
$self->TicketObj->SetQueue("General");
return 1;
Thanks in advance..
Pablo
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
