Re: [rt-users] How to setup RT::Extension::SLA

2011-11-14 Thread Bart 
Oops, this is the correct URL:

http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm

-- Bart


2011/11/14 Bart 

> Hi,
>
> This would roughly be how the SLA plugin works:
>
>- When a ticket is first created the SLA plugin makes sure that the
>Starts date is set to the first possible "Business" date (e.g. the next day
>on 8:30 in the morning).
>- It then "if configured" sets the SLA to the default value of a queue.
>   - In our case, we have a scrip that sets the SLA value based on the
>   combination of ticket type (Incident, Problem, Change) and ticket 
> priority
>   (1 to 4).
>   - When the SLA is set for a ticket it then sets the Due date based
>on the Starts date & takes the working hours/holidays into account.
>- In addition, on SLA change it sets the Due date accordingly (again
>based on the Starts date).
>
> More information on this page:
>
> http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc
>
> To clarify the dates:
>
>- Starts: first working day based on business hours
>- Started: when someone first replies.
>- Due: roughly the deadline, is set by the SLA plugin.
>   - In your case:
>   - Response: Means it's set to Start + 2h. That's the first
>   deadline, once someone responses the next will start.
>   - Resolve: After a response the SLA plugin will set the due date
>   based on this config, thus Start + 4h.
>- Closed: is set when you close a ticket.
>
> Below our SLA config, might help a little when it comes to business hours:
>
> # ---
> # BusinessHours Settings
> # ---
>
> Set( %ServiceBusinessHours, (
> 0 => { Name => 'zondag', Start => 'undef', End => 'undef' },
>  1 => { Name => 'maandag', Start => '08:30', End => '18:00' },
>  2 => { Name => 'dinsdag', Start => '08:30', End => '18:00' },
>  3 => { Name => 'woensdag', Start => '08:30', End => '18:00' },
>  4 => { Name => 'donderdag', Start => '08:30', End => '18:00' },
>  5 => { Name => 'vrijdag', Start => '08:30', End => '18:00' },
>  6 => { Name => 'zaterdag', Start => 'undef', End => 'undef' },
>  # Non-service dagen: 2011 & 2012
> holidays => [qw(2011-12-26 2012-04-09 2012-04-30 2012-05-17 2012-05-18
> 2012-05-28 2012-12-25 2012-12-26)],
>  )
> );
>
> # ---
> # SLA Settings
> # ---
>
> # Maximum is 30 dagen!
> # 480 uur gebruiken om geen Due date in te stellen.
> Set( %ServiceAgreements, (
>  Levels => {
> '4' => { Resolve => { BusinessMinutes => 60*4 }, },
>  '8' => { Resolve => { BusinessMinutes => 60*8 }, },
>  '24' => { Resolve => { BusinessMinutes => 60*24 }, },
>  '48' => { Resolve => { BusinessMinutes => 60*48 }, },
>  '480' => { Resolve => { BusinessMinutes => 60*480 }, },
>  },
> )
> );
>
> Hopefully this helps understanding the SLA plugin.
>
> -- Bart
>
>
> 2011/11/11 linuxsupport 
>
>> OK, it is working, but I could not understand
>>
>> Created:Fri Nov 11 16:35:18 2011  -- this is ok
>> Starts:Fri Nov 11 16:35:18 2011-- this should be set to Created+
>> 1hours response time
>> Started:Fri Nov 11 16:42:43 2011
>> Last 
>> Contact:Not
>> set
>> Due:Sat Nov 12 09:35:18 2011  -- this should be set to Created + 4
>> hours resolution time
>> Closed:Not set
>> Updated:Fri Nov 11 16:42:43 2011 by Enoch 
>> Root
>>
>> Please correct me, I am doing something wrong or not understanding it a t
>> all.
>>
>> On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov 
>> wrote:
>>
>>>  On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport 
>>> wrote:
>>> > Yes, it is enabled
>>> >
>>> > Set( @Plugins, qw( RT::Extension::SLA) );
>>> >
>>> > In the log it says.
>>> >
>>> > [Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue
>>> that has
>>> > no SLA CF
>>> >
>>> (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33
>>>
>>> You didn't apply SLA custom field to queues. Goto admin UI and do it.
>>>
>>>
>>>
>>> >
>>> >
>>> > On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov >> >
>>> > wrote:
>>> >>
>>> >> Hi,
>>> >>
>>> >> Have you enabled plugin in the config? What do you have in logs when
>>> >> you create a ticket?
>>> >>
>>> >> On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport 
>>> >> wrote:
>>> >> > I have modified the config as below. still not working
>>> >> >
>>> >> > Set(%ServiceAgreements, (
>>> >> > Default => 'GA',
>>> >> > QueueDefault => {
>>> >> > 'General' => 'GA',
>>> >> > 'Support' => 'GA',
>>> >> > 'Sales' => 'GA',
>>> >> > 'Incident' => 'SA',
>>> >> > },
>>> >> > Levels => {
>>> >> > 'SA' => {
>>> >> > StartImmediately => 1,
>>> >> > Response => { RealMinutes => 60*1*2  },
>>> >> > Resolve => { RealMinutes => 60*4 },
>>> >> > },
>>> >> >

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-14 Thread Bart 
Hi,

This would roughly be how the SLA plugin works:

   - When a ticket is first created the SLA plugin makes sure that the
   Starts date is set to the first possible "Business" date (e.g. the next day
   on 8:30 in the morning).
   - It then "if configured" sets the SLA to the default value of a queue.
  - In our case, we have a scrip that sets the SLA value based on the
  combination of ticket type (Incident, Problem, Change) and
ticket priority
  (1 to 4).
  - When the SLA is set for a ticket it then sets the Due date based on
   the Starts date & takes the working hours/holidays into account.
   - In addition, on SLA change it sets the Due date accordingly (again
   based on the Starts date).

More information on this page:

http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc

To clarify the dates:

   - Starts: first working day based on business hours
   - Started: when someone first replies.
   - Due: roughly the deadline, is set by the SLA plugin.
  - In your case:
  - Response: Means it's set to Start + 2h. That's the first deadline,
  once someone responses the next will start.
  - Resolve: After a response the SLA plugin will set the due date
  based on this config, thus Start + 4h.
   - Closed: is set when you close a ticket.

Below our SLA config, might help a little when it comes to business hours:

# ---
# BusinessHours Settings
# ---

Set( %ServiceBusinessHours, (
0 => { Name => 'zondag', Start => 'undef', End => 'undef' },
1 => { Name => 'maandag', Start => '08:30', End => '18:00' },
2 => { Name => 'dinsdag', Start => '08:30', End => '18:00' },
3 => { Name => 'woensdag', Start => '08:30', End => '18:00' },
4 => { Name => 'donderdag', Start => '08:30', End => '18:00' },
5 => { Name => 'vrijdag', Start => '08:30', End => '18:00' },
6 => { Name => 'zaterdag', Start => 'undef', End => 'undef' },
# Non-service dagen: 2011 & 2012
holidays => [qw(2011-12-26 2012-04-09 2012-04-30 2012-05-17 2012-05-18
2012-05-28 2012-12-25 2012-12-26)],
)
);

# ---
# SLA Settings
# ---

# Maximum is 30 dagen!
# 480 uur gebruiken om geen Due date in te stellen.
Set( %ServiceAgreements, (
Levels => {
'4' => { Resolve => { BusinessMinutes => 60*4 }, },
'8' => { Resolve => { BusinessMinutes => 60*8 }, },
'24' => { Resolve => { BusinessMinutes => 60*24 }, },
'48' => { Resolve => { BusinessMinutes => 60*48 }, },
'480' => { Resolve => { BusinessMinutes => 60*480 }, },
},
)
);

Hopefully this helps understanding the SLA plugin.

-- Bart


2011/11/11 linuxsupport 

> OK, it is working, but I could not understand
>
> Created:Fri Nov 11 16:35:18 2011  -- this is ok
> Starts:Fri Nov 11 16:35:18 2011-- this should be set to Created+
> 1hours response time
> Started:Fri Nov 11 16:42:43 2011
> Last 
> Contact:Not
> set
> Due:Sat Nov 12 09:35:18 2011  -- this should be set to Created + 4
> hours resolution time
> Closed:Not set
> Updated:Fri Nov 11 16:42:43 2011 by Enoch 
> Root
>
> Please correct me, I am doing something wrong or not understanding it a t
> all.
>
> On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov wrote:
>
>>  On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport 
>> wrote:
>> > Yes, it is enabled
>> >
>> > Set( @Plugins, qw( RT::Extension::SLA) );
>> >
>> > In the log it says.
>> >
>> > [Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that
>> has
>> > no SLA CF
>> >
>> (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33
>>
>> You didn't apply SLA custom field to queues. Goto admin UI and do it.
>>
>>
>>
>> >
>> >
>> > On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov 
>> > wrote:
>> >>
>> >> Hi,
>> >>
>> >> Have you enabled plugin in the config? What do you have in logs when
>> >> you create a ticket?
>> >>
>> >> On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport 
>> >> wrote:
>> >> > I have modified the config as below. still not working
>> >> >
>> >> > Set(%ServiceAgreements, (
>> >> > Default => 'GA',
>> >> > QueueDefault => {
>> >> > 'General' => 'GA',
>> >> > 'Support' => 'GA',
>> >> > 'Sales' => 'GA',
>> >> > 'Incident' => 'SA',
>> >> > },
>> >> > Levels => {
>> >> > 'SA' => {
>> >> > StartImmediately => 1,
>> >> > Response => { RealMinutes => 60*1*2  },
>> >> > Resolve => { RealMinutes => 60*4 },
>> >> > },
>> >> > 'GA' => {
>> >> > BusinessHours => 'ga_hours',
>> >> > Response => { BusinessMinutes => 60*1 },
>> >> > Resolve => { BusinessMinutes => 60*4 },
>> >> > },
>> >> > },
>> >> > ));
>> >> >
>> >> >
>> >> > Set(%ServiceBusinessHours, (
>> >> > 'ga_hou

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-11 Thread linuxsupport 
OK, it is working, but I could not understand

Created:Fri Nov 11 16:35:18 2011  -- this is ok
Starts:Fri Nov 11 16:35:18 2011-- this should be set to Created+ 1hours
response time
Started:Fri Nov 11 16:42:43 2011
Last 
Contact:Not
set
Due:Sat Nov 12 09:35:18 2011  -- this should be set to Created + 4
hours resolution time
Closed:Not set
Updated:Fri Nov 11 16:42:43 2011 by Enoch
Root

Please correct me, I am doing something wrong or not understanding it a t
all.

On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov wrote:

> On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport 
> wrote:
> > Yes, it is enabled
> >
> > Set( @Plugins, qw( RT::Extension::SLA) );
> >
> > In the log it says.
> >
> > [Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that
> has
> > no SLA CF
> >
> (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33
>
> You didn't apply SLA custom field to queues. Goto admin UI and do it.
>
>
> >
> >
> > On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov 
> > wrote:
> >>
> >> Hi,
> >>
> >> Have you enabled plugin in the config? What do you have in logs when
> >> you create a ticket?
> >>
> >> On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport 
> >> wrote:
> >> > I have modified the config as below. still not working
> >> >
> >> > Set(%ServiceAgreements, (
> >> > Default => 'GA',
> >> > QueueDefault => {
> >> > 'General' => 'GA',
> >> > 'Support' => 'GA',
> >> > 'Sales' => 'GA',
> >> > 'Incident' => 'SA',
> >> > },
> >> > Levels => {
> >> > 'SA' => {
> >> > StartImmediately => 1,
> >> > Response => { RealMinutes => 60*1*2  },
> >> > Resolve => { RealMinutes => 60*4 },
> >> > },
> >> > 'GA' => {
> >> > BusinessHours => 'ga_hours',
> >> > Response => { BusinessMinutes => 60*1 },
> >> > Resolve => { BusinessMinutes => 60*4 },
> >> > },
> >> > },
> >> > ));
> >> >
> >> >
> >> > Set(%ServiceBusinessHours, (
> >> > 'ga_hours' => {
> >> > 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 => '09:00', End =>
> >> > '13:00'
> >> > }
> >> > },
> >> > ));
> >> > On Fri, Nov 11, 2011 at 2:06 PM, Bart  wrote:
> >> >>
> >> >> I noticed that in your config you say that "4h" is the default, this
> >> >> SLA
> >> >> however doesn't exist. Try replacing that with 24 and see what
> happens.
> >> >> -- Bart
> >> >>
> >> >>
> >> >> 2011/11/11 linuxsupport 
> >> >>>
> >> >>> Hi,
> >> >>>
> >> >>> I did it and then created a ticket but I can not see it applying the
> >> >>> SLA.
> >> >>> What else should I check?
> >> >>>
> >> >>> On Thu, Nov 10, 2011 at 6:38 PM, Bart  wrote:
> >> 
> >>  Only the "Name" field is needed.
> >>  -- Bart
> >> 
> >> 
> >>  2011/11/10 linuxsupport 
> >> >
> >> > Thanks Bart, but there are 4 fields in that custom field.
> >> >
> >> > Sort , Name, Description, Category
> >> >
> >> > Where should that 24 go? in Sort or Name?
> >> >
> >> > On Thu, Nov 10, 2011 at 4:06 PM, Bart  wrote:
> >> >>
> >> >> Sorry, forgot to mention that in your case that's value "24"
> since
> >> >> you've only defined one entry.
> >> >> -- Bart
> >> >>
> >> >>
> >> >> 2011/11/10 Bart 
> >> >>>
> >> >>> You have to manually add the same values of your config to your
> >> >>> SLA
> >> >>> Custom Field. From there it should work as intended.
> >> >>> -- Bart
> >> >>>
> >> >>>
> >> >>> 2011/11/10 linuxsupport 
> >> 
> >>  Hi,
> >> 
> >>  I have just installed RT, along with plugin RT::Extension::SLA
> >> 
> >>  Following is the configuration I have placed in
> RT_SiteConfig.pm
> >> 
> >>  Set(%ServiceAgreements, (
> >>  Default => '4h',
> >>  QueueDefault => {
> >>  'General' => '24',
> >>  },
> >>  Levels => {
> >>  '24' => {
> >>  StartImmediately => 1,
> >> >>

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-11 Thread Isaac Mechi 
Did you rename the SLA CF?

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-11 Thread linuxsupport 
Yes, it is enabled

Set( @Plugins, qw( RT::Extension::SLA) );

In the log it says.

[Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that has
no SLA CF
(/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33


On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov wrote:

> Hi,
>
> Have you enabled plugin in the config? What do you have in logs when
> you create a ticket?
>
> On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport 
> wrote:
> > I have modified the config as below. still not working
> >
> > Set(%ServiceAgreements, (
> > Default => 'GA',
> > QueueDefault => {
> > 'General' => 'GA',
> > 'Support' => 'GA',
> > 'Sales' => 'GA',
> > 'Incident' => 'SA',
> > },
> > Levels => {
> > 'SA' => {
> > StartImmediately => 1,
> > Response => { RealMinutes => 60*1*2  },
> > Resolve => { RealMinutes => 60*4 },
> > },
> > 'GA' => {
> > BusinessHours => 'ga_hours',
> > Response => { BusinessMinutes => 60*1 },
> > Resolve => { BusinessMinutes => 60*4 },
> > },
> > },
> > ));
> >
> >
> > Set(%ServiceBusinessHours, (
> > 'ga_hours' => {
> > 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 => '09:00', End =>
> '13:00'
> > }
> > },
> > ));
> > On Fri, Nov 11, 2011 at 2:06 PM, Bart  wrote:
> >>
> >> I noticed that in your config you say that "4h" is the default, this SLA
> >> however doesn't exist. Try replacing that with 24 and see what happens.
> >> -- Bart
> >>
> >>
> >> 2011/11/11 linuxsupport 
> >>>
> >>> Hi,
> >>>
> >>> I did it and then created a ticket but I can not see it applying the
> SLA.
> >>> What else should I check?
> >>>
> >>> On Thu, Nov 10, 2011 at 6:38 PM, Bart  wrote:
> 
>  Only the "Name" field is needed.
>  -- Bart
> 
> 
>  2011/11/10 linuxsupport 
> >
> > Thanks Bart, but there are 4 fields in that custom field.
> >
> > Sort , Name, Description, Category
> >
> > Where should that 24 go? in Sort or Name?
> >
> > On Thu, Nov 10, 2011 at 4:06 PM, Bart  wrote:
> >>
> >> Sorry, forgot to mention that in your case that's value "24" since
> >> you've only defined one entry.
> >> -- Bart
> >>
> >>
> >> 2011/11/10 Bart 
> >>>
> >>> You have to manually add the same values of your config to your SLA
> >>> Custom Field. From there it should work as intended.
> >>> -- Bart
> >>>
> >>>
> >>> 2011/11/10 linuxsupport 
> 
>  Hi,
> 
>  I have just installed RT, along with plugin RT::Extension::SLA
> 
>  Following is the configuration I have placed in RT_SiteConfig.pm
> 
>  Set(%ServiceAgreements, (
>  Default => '4h',
>  QueueDefault => {
>  'General' => '24',
>  },
>  Levels => {
>  '24' => {
>  StartImmediately => 1,
>  Response => { RealMinutes => 60*1  },
>  Resolve => { RealMinutes => 60*4 },
>  },
>  },
>  ));
> 
>  But I can not see any SLA while creating new ticket, it shows me
>  blank box
> 
>  Can someone correct me please?
> 
>  OS: Debain Squeeze
>  RT -- request-tracker4 4.0.2-1~bpo60+1
> 
>  Thanks
> 
> 
>  
>  RT Training Sessions
>  (http://bestpractical.com/services/training.html)
>  *  Barcelona, Spain — November 28 & 29, 2011
> >>>
> >>
> >
> 
> >>>
> >>
> >
> >
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Barcelona, Spain — November 28 & 29, 2011
> >
>
>
>
> --
> Best regards, Ruslan.
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-11 Thread Ruslan Zakirov 
Hi,

Have you enabled plugin in the config? What do you have in logs when
you create a ticket?

On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport  wrote:
> I have modified the config as below. still not working
>
> Set(%ServiceAgreements, (
>     Default => 'GA',
>     QueueDefault => {
>     'General' => 'GA',
>     'Support' => 'GA',
>     'Sales' => 'GA',
>     'Incident' => 'SA',
>     },
>     Levels => {
>     'SA' => {
>     StartImmediately => 1,
>     Response => { RealMinutes => 60*1*2  },
>     Resolve => { RealMinutes => 60*4 },
>     },
>     'GA' => {
>     BusinessHours => 'ga_hours',
>     Response => { BusinessMinutes => 60*1 },
>     Resolve => { BusinessMinutes => 60*4 },
>     },
>     },
> ));
>
>
> Set(%ServiceBusinessHours, (
>     'ga_hours' => {
>     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 => '09:00', End => '13:00'
> }
>     },
> ));
> On Fri, Nov 11, 2011 at 2:06 PM, Bart  wrote:
>>
>> I noticed that in your config you say that "4h" is the default, this SLA
>> however doesn't exist. Try replacing that with 24 and see what happens.
>> -- Bart
>>
>>
>> 2011/11/11 linuxsupport 
>>>
>>> Hi,
>>>
>>> I did it and then created a ticket but I can not see it applying the SLA.
>>> What else should I check?
>>>
>>> On Thu, Nov 10, 2011 at 6:38 PM, Bart  wrote:

 Only the "Name" field is needed.
 -- Bart


 2011/11/10 linuxsupport 
>
> Thanks Bart, but there are 4 fields in that custom field.
>
> Sort , Name, Description, Category
>
> Where should that 24 go? in Sort or Name?
>
> On Thu, Nov 10, 2011 at 4:06 PM, Bart  wrote:
>>
>> Sorry, forgot to mention that in your case that's value "24" since
>> you've only defined one entry.
>> -- Bart
>>
>>
>> 2011/11/10 Bart 
>>>
>>> You have to manually add the same values of your config to your SLA
>>> Custom Field. From there it should work as intended.
>>> -- Bart
>>>
>>>
>>> 2011/11/10 linuxsupport 

 Hi,

 I have just installed RT, along with plugin RT::Extension::SLA

 Following is the configuration I have placed in RT_SiteConfig.pm

 Set(%ServiceAgreements, (
     Default => '4h',
     QueueDefault => {
     'General' => '24',
     },
     Levels => {
     '24' => {
     StartImmediately => 1,
     Response => { RealMinutes => 60*1  },
     Resolve => { RealMinutes => 60*4 },
     },
     },
 ));

 But I can not see any SLA while creating new ticket, it shows me
 blank box

 Can someone correct me please?

 OS: Debain Squeeze
 RT -- request-tracker4 4.0.2-1~bpo60+1

 Thanks


 
 RT Training Sessions
 (http://bestpractical.com/services/training.html)
 *  Barcelona, Spain — November 28 & 29, 2011
>>>
>>
>

>>>
>>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-11 Thread linuxsupport 
I have modified the config as below. still not working

Set(%ServiceAgreements, (
Default => 'GA',
QueueDefault => {
'General' => 'GA',
'Support' => 'GA',
'Sales' => 'GA',
'Incident' => 'SA',
},
Levels => {
'SA' => {
StartImmediately => 1,
Response => { RealMinutes => 60*1*2  },
Resolve => { RealMinutes => 60*4 },
},
'GA' => {
BusinessHours => 'ga_hours',
Response => { BusinessMinutes => 60*1 },
Resolve => { BusinessMinutes => 60*4 },
},
},
));


Set(%ServiceBusinessHours, (
'ga_hours' => {
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 => '09:00', End => '13:00'
}
},
));
On Fri, Nov 11, 2011 at 2:06 PM, Bart  wrote:

> I noticed that in your config you say that "4h" is the default, this SLA
> however doesn't exist. Try replacing that with 24 and see what happens.
>
> -- Bart
>
>
>
> 2011/11/11 linuxsupport 
>
>> Hi,
>>
>> I did it and then created a ticket but I can not see it applying the SLA.
>> What else should I check?
>>
>>
>> On Thu, Nov 10, 2011 at 6:38 PM, Bart  wrote:
>>
>>> Only the "Name" field is needed.
>>>
>>> -- Bart
>>>
>>>
>>> 2011/11/10 linuxsupport 
>>>
 Thanks Bart, but there are 4 fields in that custom field.

 Sort , Name, Description, Category

 Where should that 24 go? in Sort or Name?


 On Thu, Nov 10, 2011 at 4:06 PM, Bart  wrote:

> Sorry, forgot to mention that in your case that's value "24" since
> you've only defined one entry.
>
> -- Bart
>
>
>
> 2011/11/10 Bart 
>
>> You have to manually add the same values of your config to your SLA
>> Custom Field. From there it should work as intended.
>>
>> -- Bart
>>
>>
>> 2011/11/10 linuxsupport 
>>
>>>  Hi,
>>>
>>> I have just installed RT, along with plugin RT::Extension::SLA
>>>
>>> Following is the configuration I have placed in RT_SiteConfig.pm
>>>
>>> Set(%ServiceAgreements, (
>>> Default => '4h',
>>> QueueDefault => {
>>> 'General' => '24',
>>> },
>>> Levels => {
>>> '24' => {
>>> StartImmediately => 1,
>>> Response => { RealMinutes => 60*1  },
>>> Resolve => { RealMinutes => 60*4 },
>>> },
>>> },
>>> ));
>>>
>>> But I can not see any SLA while creating new ticket, it shows me
>>> blank box
>>>
>>> Can someone correct me please?
>>>
>>> OS: Debain Squeeze
>>> RT -- request-tracker4 4.0.2-1~bpo60+1
>>>
>>> Thanks
>>>
>>>
>>> 
>>> RT Training Sessions (
>>> http://bestpractical.com/services/training.html)
>>> *  Barcelona, Spain — November 28 & 29, 2011
>>>
>>
>>
>

>>>
>>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-11 Thread Bart 
I noticed that in your config you say that "4h" is the default, this SLA
however doesn't exist. Try replacing that with 24 and see what happens.

-- Bart


2011/11/11 linuxsupport 

> Hi,
>
> I did it and then created a ticket but I can not see it applying the SLA.
> What else should I check?
>
>
> On Thu, Nov 10, 2011 at 6:38 PM, Bart  wrote:
>
>> Only the "Name" field is needed.
>>
>> -- Bart
>>
>>
>> 2011/11/10 linuxsupport 
>>
>>> Thanks Bart, but there are 4 fields in that custom field.
>>>
>>> Sort , Name, Description, Category
>>>
>>> Where should that 24 go? in Sort or Name?
>>>
>>>
>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart  wrote:
>>>
 Sorry, forgot to mention that in your case that's value "24" since
 you've only defined one entry.

 -- Bart



 2011/11/10 Bart 

> You have to manually add the same values of your config to your SLA
> Custom Field. From there it should work as intended.
>
> -- Bart
>
>
> 2011/11/10 linuxsupport 
>
>>  Hi,
>>
>> I have just installed RT, along with plugin RT::Extension::SLA
>>
>> Following is the configuration I have placed in RT_SiteConfig.pm
>>
>> Set(%ServiceAgreements, (
>> Default => '4h',
>> QueueDefault => {
>> 'General' => '24',
>> },
>> Levels => {
>> '24' => {
>> StartImmediately => 1,
>> Response => { RealMinutes => 60*1  },
>> Resolve => { RealMinutes => 60*4 },
>> },
>> },
>> ));
>>
>> But I can not see any SLA while creating new ticket, it shows me
>> blank box
>>
>> Can someone correct me please?
>>
>> OS: Debain Squeeze
>> RT -- request-tracker4 4.0.2-1~bpo60+1
>>
>> Thanks
>>
>>
>> 
>> RT Training Sessions (http://bestpractical.com/services/training.html
>> )
>> *  Barcelona, Spain — November 28 & 29, 2011
>>
>
>

>>>
>>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-10 Thread linuxsupport 
Hi,

I did it and then created a ticket but I can not see it applying the SLA.
What else should I check?

On Thu, Nov 10, 2011 at 6:38 PM, Bart  wrote:

> Only the "Name" field is needed.
>
> -- Bart
>
>
> 2011/11/10 linuxsupport 
>
>> Thanks Bart, but there are 4 fields in that custom field.
>>
>> Sort , Name, Description, Category
>>
>> Where should that 24 go? in Sort or Name?
>>
>>
>> On Thu, Nov 10, 2011 at 4:06 PM, Bart  wrote:
>>
>>> Sorry, forgot to mention that in your case that's value "24" since
>>> you've only defined one entry.
>>>
>>> -- Bart
>>>
>>>
>>>
>>> 2011/11/10 Bart 
>>>
 You have to manually add the same values of your config to your SLA
 Custom Field. From there it should work as intended.

 -- Bart


 2011/11/10 linuxsupport 

>  Hi,
>
> I have just installed RT, along with plugin RT::Extension::SLA
>
> Following is the configuration I have placed in RT_SiteConfig.pm
>
> Set(%ServiceAgreements, (
> Default => '4h',
> QueueDefault => {
> 'General' => '24',
> },
> Levels => {
> '24' => {
> StartImmediately => 1,
> Response => { RealMinutes => 60*1  },
> Resolve => { RealMinutes => 60*4 },
> },
> },
> ));
>
> But I can not see any SLA while creating new ticket, it shows me blank
> box
>
> Can someone correct me please?
>
> OS: Debain Squeeze
> RT -- request-tracker4 4.0.2-1~bpo60+1
>
> Thanks
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>


>>>
>>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-10 Thread Bart 
Only the "Name" field is needed.

-- Bart


2011/11/10 linuxsupport 

> Thanks Bart, but there are 4 fields in that custom field.
>
> Sort , Name, Description, Category
>
> Where should that 24 go? in Sort or Name?
>
>
> On Thu, Nov 10, 2011 at 4:06 PM, Bart  wrote:
>
>> Sorry, forgot to mention that in your case that's value "24" since you've
>> only defined one entry.
>>
>> -- Bart
>>
>>
>>
>> 2011/11/10 Bart 
>>
>>> You have to manually add the same values of your config to your SLA
>>> Custom Field. From there it should work as intended.
>>>
>>> -- Bart
>>>
>>>
>>> 2011/11/10 linuxsupport 
>>>
  Hi,

 I have just installed RT, along with plugin RT::Extension::SLA

 Following is the configuration I have placed in RT_SiteConfig.pm

 Set(%ServiceAgreements, (
 Default => '4h',
 QueueDefault => {
 'General' => '24',
 },
 Levels => {
 '24' => {
 StartImmediately => 1,
 Response => { RealMinutes => 60*1  },
 Resolve => { RealMinutes => 60*4 },
 },
 },
 ));

 But I can not see any SLA while creating new ticket, it shows me blank
 box

 Can someone correct me please?

 OS: Debain Squeeze
 RT -- request-tracker4 4.0.2-1~bpo60+1

 Thanks


 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 *  Barcelona, Spain — November 28 & 29, 2011

>>>
>>>
>>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-10 Thread linuxsupport 
Thanks Bart, but there are 4 fields in that custom field.

Sort , Name, Description, Category

Where should that 24 go? in Sort or Name?

On Thu, Nov 10, 2011 at 4:06 PM, Bart  wrote:

> Sorry, forgot to mention that in your case that's value "24" since you've
> only defined one entry.
>
> -- Bart
>
>
>
> 2011/11/10 Bart 
>
>> You have to manually add the same values of your config to your SLA
>> Custom Field. From there it should work as intended.
>>
>> -- Bart
>>
>>
>> 2011/11/10 linuxsupport 
>>
>>>  Hi,
>>>
>>> I have just installed RT, along with plugin RT::Extension::SLA
>>>
>>> Following is the configuration I have placed in RT_SiteConfig.pm
>>>
>>> Set(%ServiceAgreements, (
>>> Default => '4h',
>>> QueueDefault => {
>>> 'General' => '24',
>>> },
>>> Levels => {
>>> '24' => {
>>> StartImmediately => 1,
>>> Response => { RealMinutes => 60*1  },
>>> Resolve => { RealMinutes => 60*4 },
>>> },
>>> },
>>> ));
>>>
>>> But I can not see any SLA while creating new ticket, it shows me blank
>>> box
>>>
>>> Can someone correct me please?
>>>
>>> OS: Debain Squeeze
>>> RT -- request-tracker4 4.0.2-1~bpo60+1
>>>
>>> Thanks
>>>
>>>
>>> 
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> *  Barcelona, Spain — November 28 & 29, 2011
>>>
>>
>>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-10 Thread Bart 
Sorry, forgot to mention that in your case that's value "24" since you've
only defined one entry.

-- Bart


2011/11/10 Bart 

> You have to manually add the same values of your config to your SLA Custom
> Field. From there it should work as intended.
>
> -- Bart
>
>
> 2011/11/10 linuxsupport 
>
>> Hi,
>>
>> I have just installed RT, along with plugin RT::Extension::SLA
>>
>> Following is the configuration I have placed in RT_SiteConfig.pm
>>
>> Set(%ServiceAgreements, (
>> Default => '4h',
>> QueueDefault => {
>> 'General' => '24',
>> },
>> Levels => {
>> '24' => {
>> StartImmediately => 1,
>> Response => { RealMinutes => 60*1  },
>> Resolve => { RealMinutes => 60*4 },
>> },
>> },
>> ));
>>
>> But I can not see any SLA while creating new ticket, it shows me blank box
>>
>> Can someone correct me please?
>>
>> OS: Debain Squeeze
>> RT -- request-tracker4 4.0.2-1~bpo60+1
>>
>> Thanks
>>
>>
>> 
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Barcelona, Spain — November 28 & 29, 2011
>>
>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] How to setup RT::Extension::SLA

2011-11-10 Thread Bart 
You have to manually add the same values of your config to your SLA Custom
Field. From there it should work as intended.

-- Bart


2011/11/10 linuxsupport 

> Hi,
>
> I have just installed RT, along with plugin RT::Extension::SLA
>
> Following is the configuration I have placed in RT_SiteConfig.pm
>
> Set(%ServiceAgreements, (
> Default => '4h',
> QueueDefault => {
> 'General' => '24',
> },
> Levels => {
> '24' => {
> StartImmediately => 1,
> Response => { RealMinutes => 60*1  },
> Resolve => { RealMinutes => 60*4 },
> },
> },
> ));
>
> But I can not see any SLA while creating new ticket, it shows me blank box
>
> Can someone correct me please?
>
> OS: Debain Squeeze
> RT -- request-tracker4 4.0.2-1~bpo60+1
>
> Thanks
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] How to setup RT::Extension::SLA

2011-11-10 Thread linuxsupport 
Hi,

I have just installed RT, along with plugin RT::Extension::SLA

Following is the configuration I have placed in RT_SiteConfig.pm

Set(%ServiceAgreements, (
Default => '4h',
QueueDefault => {
'General' => '24',
},
Levels => {
'24' => {
StartImmediately => 1,
Response => { RealMinutes => 60*1  },
Resolve => { RealMinutes => 60*4 },
},
},
));

But I can not see any SLA while creating new ticket, it shows me blank box

Can someone correct me please?

OS: Debain Squeeze
RT -- request-tracker4 4.0.2-1~bpo60+1

Thanks

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011