Re: [rt-users] RT SLA Extension
Hello, It's limitation and I'm forwarding this email to bugs queue on rt.cpan.org. I believe it can be improved in Business::Hours and this module itself to handle wider periods of time, but at this moment I don't have time to work on this. You can either send me patch or order custom development from best practical to change this. If you're going to patch things then you should look at add_seconds method in Business::Hours module. There is static $MAXTIME variable in that function. The variable should become an optional argument of the method and RT::Extension::SLA should generate some reasonable value depending on the current configuration. On Mon, Mar 22, 2010 at 1:31 AM, Craig Scott craig.sc...@stc.ac.uk wrote: Hi, I’ve encountered what appears to be a limitation in the RT SLA extension, if the minutes value applied to an SLA is greater then 1000 the Due date value fails to be set. For example, we’ve got an SLA for 1 month, which equates to 20, 8.5 hour days, therefore business minutes for the SLA would be defined as 60*8.5*20 – in practice this doesn’t work, the due date is blank, when i reduce the SLA to 19 days it works. I’m guessing there is some sort of limitation in the code? Craig ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT SLA Extension
Craig, Bug landed as https://rt.cpan.org/Ticket/Display.html?id=55783 On Mon, Mar 22, 2010 at 4:19 PM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: Hello, It's limitation and I'm forwarding this email to bugs queue on rt.cpan.org. I believe it can be improved in Business::Hours and this module itself to handle wider periods of time, but at this moment I don't have time to work on this. You can either send me patch or order custom development from best practical to change this. If you're going to patch things then you should look at add_seconds method in Business::Hours module. There is static $MAXTIME variable in that function. The variable should become an optional argument of the method and RT::Extension::SLA should generate some reasonable value depending on the current configuration. On Mon, Mar 22, 2010 at 1:31 AM, Craig Scott craig.sc...@stc.ac.uk wrote: Hi, I’ve encountered what appears to be a limitation in the RT SLA extension, if the minutes value applied to an SLA is greater then 1000 the Due date value fails to be set. For example, we’ve got an SLA for 1 month, which equates to 20, 8.5 hour days, therefore business minutes for the SLA would be defined as 60*8.5*20 – in practice this doesn’t work, the due date is blank, when i reduce the SLA to 19 days it works. I’m guessing there is some sort of limitation in the code? Craig ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT SLA Extension
Thanks Ruslan, came to same conclusion last night. I edited the my $MAXTIME = ( 30 * 24 * 60 * 60 ); in the add_seconds method to my $MAXTIME = ( 90 * 24 * 60 * 60 ); so it can handle up to 90 days, seams to work OK with no adverse effects noticed yet. Craig -Original Message- From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: 22 March 2010 13:20 To: Craig Scott Cc: rt-users@lists.bestpractical.com; bug-rt-extension-...@rt.cpan.org Subject: Re: [rt-users] RT SLA Extension Hello, It's limitation and I'm forwarding this email to bugs queue on rt.cpan.org. I believe it can be improved in Business::Hours and this module itself to handle wider periods of time, but at this moment I don't have time to work on this. You can either send me patch or order custom development from best practical to change this. If you're going to patch things then you should look at add_seconds method in Business::Hours module. There is static $MAXTIME variable in that function. The variable should become an optional argument of the method and RT::Extension::SLA should generate some reasonable value depending on the current configuration. On Mon, Mar 22, 2010 at 1:31 AM, Craig Scott craig.sc...@stc.ac.uk wrote: Hi, I’ve encountered what appears to be a limitation in the RT SLA extension, if the minutes value applied to an SLA is greater then 1000 the Due date value fails to be set. For example, we’ve got an SLA for 1 month, which equates to 20, 8.5 hour days, therefore business minutes for the SLA would be defined as 60*8.5*20 – in practice this doesn’t work, the due date is blank, when i reduce the SLA to 19 days it works. I’m guessing there is some sort of limitation in the code? Craig ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT SLA Extension
Hi, I've encountered what appears to be a limitation in the RT SLA extension, if the minutes value applied to an SLA is greater then 1000 the Due date value fails to be set. For example, we've got an SLA for 1 month, which equates to 20, 8.5 hour days, therefore business minutes for the SLA would be defined as 60*8.5*20 - in practice this doesn't work, the due date is blank, when i reduce the SLA to 19 days it works. I'm guessing there is some sort of limitation in the code? Craig ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
