Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config
Ruslan Not sure whats going on just did a fresh install on my test rig with blank config all works now so will work it out from here. Many thanks for taking the time to have a look. Regards Simon -Original Message- From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: 24 April 2009 13:33 To: Simon Dray Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config 1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ... ); should be Set( $XXX, ... ); 2) Have you applied SLA Custom Field? I think you skipped "make initdb" step and created CF manually. This is fine, but you must apply this CF globally or to a queue. On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray wrote: > Hi > > > > We are running 3.8.2 with SLA version 2 > > > > I have added the RT::SLA and configured it in the RT_Siteconfig > > > > I have create a custom field which applies the SLA to Tickets and enabled it > in the Global for Tickets, > > > > My config looks like this > > > > # SLA config > > Set( %RT::ServiceBusinessHours, ( > > 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, > > 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, > > 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' }, > > 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' }, > > 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' }, > > 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, > > 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, > > holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28 > 2009-12-29)], > > )); > > > > Set( %RT::ServiceAgreements, ( > > Default => 'Info', > > QueueDefault => { > > 'General' => 'Critical', > > }, > > > > Levels => { > > 'Critical' => { Response => { BusinessMinutes => 10 } }, > > 'Major' => { Response => { BusinessMinutes => 60*8*20 } }, > > 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } }, > > 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } }, > > '24/7' => { > > StartImediately => 1, > > Response => { RealMinutes => 30 }, > > }, > > > > }, > > ) > > ); > > > > My Customer filed currently looks like this > > > > Values > > > > Sort > > Name > > Description > > Category > > (Check box to delete) > > > > > > When I create a ticket neither time nor date is set as would be expected > > > > In /var/log/messages I see > > > > Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF > (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33) > > Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) > > > > > > I have no clue as to what I have missed, do I have to create templates or > should it work out of the box, does anyone have sample templates / scrips > etc for SLA I can crib from. > > > > Any help would be much appreciated as I need to get this working ASAP. > > > > > > Best regards Simon > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config
Ruslan Hi Thanks for answering, please see comments below apologies if I am being dense this is all very new to me. -Original Message- From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: 24 April 2009 13:33 To: Simon Dray Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config 1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ... ); should be Set( $XXX, ... ); >>I have tried both with and without prior to yelling for help 2) Have you applied SLA Custom Field? I think you skipped "make initdb" step and created CF manually. This is fine, but you must apply this CF globally or to a queue. >>I ran the make initdb during the install phase or just after, I have also >>>>applied the SLA CF globally to Tickets. >>When I opened the SLA CF it was empty with no values defined. So I defined >>>>one as follows Sort=0 Name=Critical Description=Blah Category="" >>When I raise a ticket the Custom field shows up and I can set Critical but >>>>when I Create the ticket the start date etc are not set. >> One other thing I made the presumption that the Name in the Cf should match >> the Name in RT_Siteconfig definition, I could not see any other way to make >> an association between them Regards Simon On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray wrote: > Hi > > > > We are running 3.8.2 with SLA version 2 > > > > I have added the RT::SLA and configured it in the RT_Siteconfig > > > > I have create a custom field which applies the SLA to Tickets and enabled it > in the Global for Tickets, > > > > My config looks like this > > > > # SLA config > > Set( %RT::ServiceBusinessHours, ( > > 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, > > 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, > > 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' }, > > 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' }, > > 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' }, > > 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, > > 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, > > holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28 > 2009-12-29)], > > )); > > > > Set( %RT::ServiceAgreements, ( > > Default => 'Info', > > QueueDefault => { > > 'General' => 'Critical', > > }, > > > > Levels => { > > 'Critical' => { Response => { BusinessMinutes => 10 } }, > > 'Major' => { Response => { BusinessMinutes => 60*8*20 } }, > > 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } }, > > 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } }, > > '24/7' => { > > StartImediately => 1, > > Response => { RealMinutes => 30 }, > > }, > > > > }, > > ) > > ); > > > > My Customer filed currently looks like this > > > > Values > > > > Sort > > Name > > Description > > Category > > (Check box to delete) > > > > > > When I create a ticket neither time nor date is set as would be expected > > > > In /var/log/messages I see > > > > Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF > (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33) > > Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) > > > > > > I have no clue as to what I have missed, do I have to create templates or > should it work out of the box, does anyone have sample templates / scrips > etc for SLA I can crib from. > > > > Any help would be much appreciated as I need to get this working ASAP. > > > > > > Best regards Simon > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config
1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ... ); should be Set( $XXX, ... ); 2) Have you applied SLA Custom Field? I think you skipped "make initdb" step and created CF manually. This is fine, but you must apply this CF globally or to a queue. On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray wrote: > Hi > > > > We are running 3.8.2 with SLA version 2 > > > > I have added the RT::SLA and configured it in the RT_Siteconfig > > > > I have create a custom field which applies the SLA to Tickets and enabled it > in the Global for Tickets, > > > > My config looks like this > > > > # SLA config > > Set( %RT::ServiceBusinessHours, ( > > 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, > > 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, > > 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' }, > > 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' }, > > 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' }, > > 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, > > 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, > > holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28 > 2009-12-29)], > > )); > > > > Set( %RT::ServiceAgreements, ( > > Default => 'Info', > > QueueDefault => { > > 'General' => 'Critical', > > }, > > > > Levels => { > > 'Critical' => { Response => { BusinessMinutes => 10 } }, > > 'Major' => { Response => { BusinessMinutes => 60*8*20 } }, > > 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } }, > > 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } }, > > '24/7' => { > > StartImediately => 1, > > Response => { RealMinutes => 30 }, > > }, > > > > }, > > ) > > ); > > > > My Customer filed currently looks like this > > > > Values > > > > Sort > > Name > > Description > > Category > > (Check box to delete) > > > > > > When I create a ticket neither time nor date is set as would be expected > > > > In /var/log/messages I see > > > > Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF > (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33) > > Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) > > > > > > I have no clue as to what I have missed, do I have to create templates or > should it work out of the box, does anyone have sample templates / scrips > etc for SLA I can crib from. > > > > Any help would be much appreciated as I need to get this working ASAP. > > > > > > Best regards Simon > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config
Hi We are running 3.8.2 with SLA version 2 I have added the RT::SLA and configured it in the RT_Siteconfig I have create a custom field which applies the SLA to Tickets and enabled it in the Global for Tickets, My config looks like this # SLA config Set( %RT::ServiceBusinessHours, ( 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' }, 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' }, 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' }, 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28 2009-12-29)], )); Set( %RT::ServiceAgreements, ( Default => 'Info', QueueDefault => { 'General' => 'Critical', }, Levels => { 'Critical' => { Response => { BusinessMinutes => 10 } }, 'Major' => { Response => { BusinessMinutes => 60*8*20 } }, 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } }, 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } }, '24/7' => { StartImediately => 1, Response => { RealMinutes => 30 }, }, }, ) ); My Customer filed currently looks like this Values Sort Name Description Category (Check box to delete) When I create a ticket neither time nor date is set as would be expected In /var/log/messages I see Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33) Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) I have no clue as to what I have missed, do I have to create templates or should it work out of the box, does anyone have sample templates / scrips etc for SLA I can crib from. Any help would be much appreciated as I need to get this working ASAP. Best regards Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com